Operations Specialist

Abercrombie & Kent; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global travel company in London is seeking an Operations Specialist to provide operational and documentation support across the guest journey. You will assist the Sales team, ensure accuracy of documentation, and liaise with internal departments to maintain exceptional service standards. The ideal candidate will have experience in administrative support, strong organisation skills, and proficiency in Microsoft Office. This role includes competitive salary and opportunities for hybrid working.

Benefits

Competitive salary plus annual bonus plan

Company pension plan

25 days annual leave plus bank holidays

Discounted trips

Discounted Gym Membership

Private Healthcare

Life Assurance

Enhanced Paid Parental Leave

Employee Assistance Program

Cycle to work scheme

Season Ticket Loans

Regular Social Events

Qualifications

• Previous experience in an administrative or sales support role within travel hospitality or a related industry.
• Proficient in Microsoft Office and CRM systems.
• Strong organisational skills and attention to detail.

Responsibilities

• Support the Sales team with administrative tasks including confirmation documents.
• Verify confirmed services and costs match between suppliers and the reservation system.
• Liaise with internal departments to ensure smooth handover of bookings.
• Collect and process personal data in the reservation system.

Skills

Strong organisational skills

Excellent written and verbal communication skills

Proficiency in Microsoft Office

Attention to detail

Tools

CRM systems

Job description

Job Description

Position: Operations Specialist

Contract: Full Time

Department: Operations

Location: London

Reports to: Regional Operations Manager

ROLE PROFILE

Purpose: To provide operational and documentation support across the guest journey ensuring all logistical and administrative elements are delivered with precision and professionalism. This role is integral to maintaining the smooth flow of information between departments ensuring accurate documentation and supporting the delivery of exceptional service from guest confirmation through to travel.

RESPONSIBILITIES

• Support the Sales team with administrative tasks including confirmation documents, final documents, itinerary updates and guest communications.
• Administrative support may include Tailormade Chairmans Club Groups and Villa bookings across all brands.
• Appropriate ad hoc requests between confirmation and departure.
• Ad Hoc requests for Educational including agents & PR trips.
• Ensure all documentation is accurate, timely and aligned with brand standards.
• Verify that confirmed services and costs match between suppliers and the reservation system.
• Liaise with internal departments to ensure smooth handover of bookings and guest information.
• Print and post documentation when required.
• Reconfirm all services to ensure guest expectations are met.
• Collect and process personal data (GIF) in the reservation system and GDS.
• Perform system checks within the GDS.
• Cover phones and assist with guest queries related to documentation and Guest Information Forms.
• Coordinate the successful operation of the group tour portfolio.
• Prepare final rooming lists in line with supplier deadlines.
• Liaise with the Air team to ensure flights are issued on time and within airline deadlines.
• Ensure accurate client documentation from confirmation to final documents.
• Communicate with clients regarding group tour amendments and provide visa support documentation.
• Maintain and update internal systems with booking and guest information.
• Identify opportunities to improve administrative processes and support implementation of new tools and technologies.
• Ensure data accuracy and compliance with internal procedures.
• Lead the review and optimisation of operational processes.
• Champion adoption of new systems and tools to enhance efficiency and guest experience.
• Collaborate with IT Product and Sales teams to ensure operational readiness for new launches.

EXPERIENCE & QUALIFICATIONS

Essential

• Previous experience in an administrative or sales support role within travel hospitality or a related industry.
• Strong organisational skills and attention to detail.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office and CRM systems.

Desirable

• Experience in luxury travel or tour operations.
• Familiarity with itinerary production and guest documentation.
• Understanding of travel systems and booking platforms.

PERSON SPECIFICATION

Guest-focused with a commitment to service excellence.

Proactive and adaptable with a problem-solving mindset.

Able to work collaboratively across teams and departments.

Calm under pressure and able to manage multiple tasks effectively.

Enthusiastic and positive attitude with a willingness to learn.

WHAT WE OFFER

• Competitive salary plus annual bonus plan.
• Company pension plan from start of employment with employer contributions increasing after 5 and 10 years of service.
• 25 days annual leave in addition to bank holidays plus the ability to buy an additional 5 days or sell 5 days.
• Discounted trips through A&K Travel Group Travel Benefit Program (includes friends and family).
• Discounted Gym Membership: contribution of up to 35 a month at Virgin Active Gym (London) or through GymFlex.
• Private Healthcare through BUPA paid via salary sacrifice deduction using corporate rates covers individual and family cover.
• Life Assurance: 2x base salary paid out as a tax-free sum.
• Hybrid working: employees come to the office for a minimum of 4 days per week.
• Enhanced Paid Parental Leave: 18 weeks full pay regardless of gender.
• Employee Assistance Program includes access to wellbeing resources and counselling.
• 1000 Recruitment Referral Bonus.
• Cycle to work scheme.
• Season Ticket Loans.
• Regular Social Events.

EEO Statement

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race sex disability religion / belief sexual orientation or age.

Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.