Operations Supervisor

at  Europe Express

ABOUT US:

Europe Express is part of the Travelopia group, which is one of the world’s leading specialist travel groups, providing customers with a diverse range of unique travel experiences. This includes adventure travel, safaris, private jet and polar expeditions, tailor-made luxury holidays, yacht and river boat charter holidays, educational and sporting based school trips, corporate hospitality and sporting event fan travel. Private equity owned by KKR, Travelopia is headquartered in the UK, with offices and marine bases all over the world.
Established in 1990, Europe Express provides high-quality, custom travel to Europe for their North American clients. The company serves both private group and FIT leisure markets, working exclusively with travel advisors to book everything from air and rail to hotels and sightseeing tours.

• Oversee workflow to assist employees in knowing their job responsibilities and delegated duties
• Assists the team members in balancing priorities and managing their workload, so the team’s critical metrics are consistently achieved
• Train new team members and ensure existing team members are kept informed of changes and new information
• Keep track of employee’s schedules and vacation time
• Mentor employees by giving them constructive feedback, and being their primary point of contact
• Proactively provides feedback and works with management to develop solutions to improve processes
• Evaluate and motivate employee performance to achieve short and long-term objectives
• Ensure the team efficiently and accurately processes service confirmations in the system while following all company policies and procedures, maintaining quality standards through regular checks
• Encourage employee engagement while building a positive atmosphere at work, mediating disputes, facilitating communication, and promoting resolution among the team.
• Address inquiries and complaints from customers while they travel
• Cultivate partnerships and strategize to manage the team’s workload
• Communicate effectively with suppliers from all over Europe, ranging from hotels, DMC, transportation companies, tourist attractions, and any other services
• Ensure Europe Express’s safety management system is followed
• Support the Reservations Team to ensure seamless delivery of FIT services
• Participate in the emergency duty rotation, which includes being on-call during local festivities and/or night shift 2–3 times per year
• Other tasks assigned by the Manager or Director