Air Operations Team Manager

Department: Operations

Title: Operations Team Manager, Air

Reports to: Director of Operations and Membership Services

 

Job Summary:

 

This is a hands-on managerial position leading a team of travel professionals responsible for air operations. The incumbent will be required to accommodate all air requests for our tours, have utmost understanding of airline contracts, and be responsible for quality control of flights and fares in the system, assuring accurate and timely issuance of airline tickets. They will also be resolving daily operational issues in order to achieve a satisfactory resolution for the company as well as the member. In addition, they will work closely with the Land Operations Manager and Product Director to assure maximum coordination of air with the land itinerary, and develop and maintain productive business relationships with airlines.

 

Essential Functions:

 1.  Staff Supervision

 Effective supervision of the team including but not limited to training, mentoring, and daily guidance on resolving issues.Distribution of assignments and responsibilities, and delegating tasks and/or projects to staff.Authorize time off and manage pool days.Schedule back-up coverage as needed.Evaluate and monitor job performances, provide regular feedback in addition to developing annual performance evaluations and recommendations for merit increases and bonuses.Assure effective operations by communicating revisions of practices and policies in regular meetings.

 Problem solving

 

a. Communicate effectively with airlines and members in order to resolve issues in a proactive manner.

b.  Support staff in finding resolutions to problems by effectively interacting with internal and external customers.

c. Resolve customer complaints that pertain to air operational issues.

 3.  Product and Suppliers

 Provide input to Product Directors on best routes, fares, and airline opportunities to increase and sustain sales and customer satisfaction.Manage airline contracts and assure that up-to-date information is disseminated to Product Directors, Accounting, and Air Operations agents in a timely manner.Develop and maintain strong business relationships with our CRS supplier (Amadeus) as well as the airlines.

  Efficient Operations Management

 

a. Develop and maintain effective operational policies and procedures for staff.

b.  Develop and maintain reports to monitor utilization, and performance per carrier.

c. Assure efficient usage of CRS system by staff, keeping current with new features and capabilities.

d.  Train staff on airline contract terms and conditions.

e. Effective and timely management of waitlist/on-request bookings in accordance with company guidelines.

f.  Quality control of information in the in-house reservation system.

g. Quality control of airline tickets.

h. Effective management of airline schedule changes and flight cancellations.

i. Effective communication of challenges and achievements to Director on a regular basis.

j.  Participate & follow up on action items from company meetings.

k.  Stay knowledgeable of current industry trends concerning airlines and booking air.

 

Qualifications:

 

1. Experience

 

At least five years of tour operator or travel background, airline experience a plus.

 

2. Education

 

 College degree or equivalent work experience.

 

3. Knowledge and Skills

 Acute knowledge and experience of airline CRS systems.Leadership skills and supervisory experience in the travel industry are highly desirable.Ability to communicate effectively and persuasively both orally and in writing.Good judgment and decision-making skills.Excellent organizational skills.Ability to handle complex problems and positively influence the outcome.Ability to work with minimal supervision.Strong analytical skills to recognize improvement opportunities.Ability to work under pressure in a fast paced environment.