In 1988, our founders had an ambitious dream to form the largest specialized travel company in the world—to set the example of how touring and travel should be done. The belief that travel is one of the most emotive experiences you undertake and our ambition to make this experience the absolute best it can be for the traveller, has become the guiding principle for TAG.
We believe that through a bespoke, high-touch and personal service, we can alleviate the stress and complexity of travel. So, whether it is a business meeting to close a deal, an event to meet industry peers or a gig for 50,000 screaming fans, we will get our clients to where they need to be feeling ready to take on the world.
The Why
At TAG, our company values matter. We appreciate our staff working as a Team, having Ambition and being Genuine.
You will have a passion for the job you do, as well as a drive to want to do better—in return, TAG will support your growth and development, as well as offer opportunities to progress or maybe even change tack!
The What
As an Operations Manager Corporate you will have a diverse and varied role. Here are just some of the things you’ll be getting involved with:
With support and advice from other colleagues e.g. HR, Finance and US Management Team, responsible for managing the full range of people issues for those in assigned team.
The people issues include, but are not limited to:
Recruitment and selection
Onboarding and induction
Performance management, including confirmation of position meetings and reviews, objective setting, appraisal, performance improvement, identifying outstanding performers, managing underperforming employees
Managing the attainment and maintenance of high standards of work
Recommendations for salary reviews and bonus
Recommendations for promotion
Professional and personal development, including identifying specific training needs and sourcing learning interventions to close the gaps
Continuous improvement in motivation and levels of employee engagement
Managing leavers to maintain high levels of service delivery to internal and external customers, and
Timely and accurate record keeping on all people issues
Ensure that all team members develop and maintain beneficial working relationships with key suppliers and clients, ensure individual client or supplier programs and commercial agreements are supported and adhered to. Participate in office-based and off-site client or supplier meetings including presentations, networking events, site visits and functions, with any related activities carried out and followed up as necessary
Build positive team environment by ensuring fair distribution of workloads within the team and managing all employees to effectively fulfil their job roles
Proactively seek ways to improve functionality of assigned team within Corporate department and suggest ideas for improved practices companywide
Work with Corporate Senior Management to implement and monitor company and departmental objectives and strategy
Lead by example by showing professionalism at all times and promoting positive working relationships with all levels of employees across the Corporate team and other TAG groups and departments
Monitor bookings and ensure all team members are utilizing all TAG systems to the full potential
Bring to the immediate attention of Operations Director, any areas of concern or potential problems and ensure departmental compliance to all divisional and Group policy, procedures and practices
Focus on increasing profit margins for the assigned territory
Work closely with Corporate Supervisors to ensure the maximum productivity levels and adherence to TAG policies and procedures
Adhere to PCI regulations in accordance with Company policy
Manage key client accounts, when necessary
The How
To be successful at TAG is as much about mindset and attitude as it is about skill set and qualifications. We’re a team who share the same desire and passion to go above and beyond for each and every client. We revel in making the seemingly impossible possible, always rising to the challenge with ambition and a genuine, open attitude.
We work flexibly to accommodate our TAG team colleagues, meaning on occasion there could be requirements outside of office hours to manage time zones and other work commitments. As an Operations Manager Corporate there are several credentials and attributes which would be advantageous, but a determined attitude and willingness to learn, are equally important.
BS or BA degree in Business Management/Administration or related field or equivalent combination of education and directly related experience
5+ years of relevant experience within a travel agency
2 years of experience in a management capacity (5 years preferred)
Strong knowledge and understanding of airfares, contracted fares, ticketing and reissues
GDS experience (Galileo preferred)
Versed in booking flights, hotels and good understanding of published airfares
Experience handling VIP clients and/or group travel
Ability to problem solve unconventional and common issues and to promote and enforce safe work practices
Ability to delegate and make effective decisions at the right time
Excellent listening and communication skills
Leadership and conflict resolution skills with desire to lead by example
Strong knowledge of Microsoft Suite
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
Knowledge of labor laws and ability to recognize applicability of the laws in day-to-day management of the team
Excellent project management, organizational and time-management skills and attention to detail.
Emotional intelligence and resilience
Ability to visualize organizational strategy and set clear attainable goals for the team
Excellent customer service and negotiation skills
Strong knowledge & understanding of fares, negotiated contracted fares, ticketing and reissue
Proactive and self-starter
The Where and When
This is a full-time role (40 hours per week) based in our New York office. This position is required to report into the office 5 days a week. We ask that only applicants willing to work out of the office apply!
You will report into the Team Lead, who is based in New York. There are other regional teams based in APAC, UK and the US that you may work closely with, too.
The Important Bit
As passionate as you may be about changing the face of travel, let’s be honest – you're not doing this for free. So, here’s our promise to you: