About the Role:
Bangor is known for its scenic coastline, welcoming atmosphere, and strong connection to Northern Ireland’s tourism industry. At Turismo Lahuan Travel Services Ltd, we bring that same sense of discovery and hospitality to every journey we organise.
We provide travel coordination, reservation support, itinerary planning, and destination services for individual travellers, corporate clients, and tourism partners.
We are looking for a Travel Operations Manager who can take ownership of our day-to-day travel operations and ensure that every booking is delivered accurately, efficiently, and professionally.
You will lead a small operations team, coordinate with travel suppliers, monitor service quality, and manage operational issues from initial booking through to the completion of each journey. You will serve as the link between customers, internal teams, hotels, transport providers, and tourism partners.
Why Work With Us?
The Environment:
Our office is based in Bangor, Northern Ireland, with convenient access to local transport links, coastal attractions, and regional tourism businesses. We provide a professional and collaborative workplace where employees can contribute ideas and take meaningful ownership of their work.
Operational Responsibility:
You will have the authority to improve workflows, strengthen supplier relationships, and introduce practical processes that enhance customer service and operational efficiency.
Growing Travel Network:
You will work with accommodation providers, transport operators, tour partners, and other travel service suppliers across Northern Ireland and selected international destinations.
Career Development:
We support professional development through relevant travel industry training, leadership coaching, and opportunities to attend tourism and hospitality events.
Key Responsibilities:
Travel Operations Management:
Oversee daily travel operations, including reservations, itinerary preparation, supplier confirmations, customer documentation, and service delivery.
Team Leadership:
Supervise and support travel coordinators and reservation staff. Allocate workloads, monitor performance, provide coaching, and maintain high service standards.
Supplier Coordination:
Build and maintain productive relationships with hotels, transport providers, tour operators, and destination partners. Confirm availability, negotiate service arrangements, and resolve supplier-related concerns.
Booking Quality Control:
Review booking information, travel documents, payment records, and customer requirements to ensure accuracy before final confirmation.
Customer Service Escalations:
Handle complex customer enquiries, booking amendments, cancellations, complaints, and unexpected travel disruptions in a calm and professional manner.
Process Improvement:
Identify operational delays, recurring booking issues, and service gaps. Introduce practical improvements that increase efficiency and reduce errors.
Performance Reporting:
Prepare regular reports covering booking volumes, service issues, supplier performance, customer feedback, and operational targets.
Compliance and Risk Management:
Ensure that travel procedures, customer information, supplier documentation, and payment processes comply with company policies and applicable travel industry requirements.
What We Are Looking For:
Experience:
At least 4 years of experience in travel operations, tourism, hospitality, reservations, or a related service industry, including at least 1 year in a supervisory or team leadership position.
Operational Knowledge:
A strong understanding of travel bookings, itinerary management, supplier coordination, customer service, and disruption handling.
Leadership Skills:
You can organise a team, set clear priorities, provide constructive feedback, and maintain service quality during busy periods.
Communication Skills:
You communicate clearly and professionally with customers, colleagues, and external suppliers through telephone, email, and face-to-face meetings.
Systems Knowledge:
Experience using reservation platforms, customer relationship management systems, booking tools, spreadsheets, and standard office software.
Problem-Solving Ability:
You can assess operational problems quickly, make sound decisions, and develop practical solutions while keeping customers informed.
Language Skills:
Fluent written and spoken English is required. Additional language skills are an advantage but are not essential.
Mindset:
You are organised, customer-focused, commercially aware, and comfortable taking responsibility. You understand that successful travel operations require careful planning, attention to detail, and the ability to respond confidently when plans change.
Pay: £39,500.00-£45,000.00 per year
Work Location: In person
