About ORN Europe
ORN Europe is the London-based European Destination Management Company (DMC) of the ORN group, part of the HCL Group.
From our headquarters at 17 Hanover Square, Mayfair, we operate incoming European travel programmes — group tours, tailor-made FIT itineraries and stopovers — for our partner offices and clients in Australia, India and the USA, alongside our European hotel contracting division, cruise product and a 96+ vehicle transport fleet.
We are a small, senior UK team scaling quickly, powered by a purpose-built real-time operations platform and a 24/7 guest support desk spanning UK, India and Australia.
The role
You will sit at the heart of our operations desk, making sure every service on every booking — hotels, transfers, tours, entrances, rail — is confirmed, correct and ready before the guest arrives in Europe. This is a hands-on, detail-driven role working in our live operations portal, liaising daily with suppliers across the continent and with our overseas offices, and playing your part in the guest support desk that keeps travellers looked after around the clock.
Key responsibilities
- Work the reconfirmation queue: verify every booking component with suppliers to our 6-point standard (operator, phone, confirmation number, timings, pick-up location) ahead of strict pre-travel deadlines.
- Monitor the 7-day arrivals board daily and ensure every arriving booking is fully confirmed before the guest lands.
- Handle support requests from our Australian and US offices through our ticket system — investigating, actioning amendments with suppliers, and responding within agreed SLAs.
- Staff the live guest chat during your shift, assisting guests on tour in real time (driver delays, hotel issues, itinerary questions) calmly and decisively.
- Liaise with European hotels, coach operators, guides and excursion suppliers by phone and email, in a professional manner that reflects a premium brand.
- Log supplier payments and keep booking financial data accurate and current in the portal.
- Maintain immaculate data: every action recorded, every service traceable, nothing left to memory.
- Participate in the team’s out-of-hours support rota (a rotating weekday evening on-call and occasional weekend cover, shared fairly across the team), as part of our 24/7 guest support commitment.
- Contribute to weekly operations reporting and continuous improvement of our processes.
About you
- Experience in travel operations — ideally with a DMC, tour operator or group travel business (1–2+ years preferred; strong graduates with travel passion considered).
- Working knowledge of European destinations, hotels and ground services; you know the difference between a transfer that works and one that ruins a holiday.
- Forensic attention to detail and genuine pride in accuracy — reconfirmation is a discipline, not a chore.
- Confident, warm communicator on the phone and in writing, including with guests mid-trip who need reassurance.
- Comfortable working in browser-based systems; quick to learn new platforms (we will train you fully on ours).
- Calm under time pressure and able to prioritise across multiple deadlines and time zones.
- Right to work in the UK.
Desirable: a second European language; experience with reservations systems; knowledge of coach touring, hotel contracting or cruise operations.
What we offer
- £27,000 per annum, reviewed with performance as the UK operation grows.
- A Mayfair office at 17 Hanover Square and a genuine ground-floor opportunity in a fast-scaling international travel group.
- Full training on our operations platform and processes; direct exposure to senior leadership and to offices in Australia, India and the USA.
- 25 days holiday plus bank holidays, workplace pension, and time off in lieu for out-of-hours cover.
- Career progression as the UK team expands across operations, contracting and product.
How to apply
Apply via Indeed with your CV and a short note on your travel operations experience and why this role suits you. Interviews are held at our Mayfair office and include a short practical exercise reflecting real day-to-day work. ORN is an equal opportunities employer.
Pay: £25,420.00-£30,000.00 per year
Benefits:
Ability to commute/relocate:
- London W1S: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Travel Industry: 1 year (preferred)
Language:
Work Location: Hybrid remote in London W1S
