Operations Manager - Travel and Tourism

The Operations Manager must have at least 4 years of full time work in the DMC, event or hospitality industry in terms of event operation. He/she must be willing and able to work an irregular schedule including late nights and weekends, and long hours during high season. This position also requires hands on work, walking, lifting, computer work, setting up venues and customer service relations.  The Operations Manager is a high level management position with critical business responsibilities effecting staff, clients (proposals, legal documents, inquiries, complaints, customer communication) and budgets; it will directly report to the General Manager.

Operations Manager will be  responsible for operations of the event/program from start to completion (including closing financials) as it serves and meets client needs. This includes fulfilling contract details and orders, overseeing the complete execution of events, coordinating all the follow-up tasks with in house staff and vendors.
 

Specifically:

• Meets with performance team to go through details of a client’s program.

• Keeps accurate notes in program files of all correspondence between clients and Operations (e-mail, phone calls, letters, etc.).

• Negotiates and sells additional items for programs.

• Orders, confirms and re-confirms all suppliers, develops relationships with supplier partners, keeps updated insurance certificates, negotiates and contracts terms-of-service and price including, but not limited to: service expectation levels, guarantees, cancellation, billing information, directions, etc.

• Ensures deposits for program have been received as contracted.

• Prepares and distributes staff instruction and trip sheets and any other relevant program information for field staff.
• Responsible for forwarding any necessary program information to the hotel/venue representative.
• Conducts site inspections and pre-con meetings with client/hotel to review all details of the program as confirmed.
• Trains and directs field staff at functions, assigning them to positions, according to their skill levels.
• Responsible for invoicing of client according to department SOPs.
• Complete program follow-up reports, approves field staff payroll and expense sheets, reconciles program advances and submits expense reports to accounting according to SOPs.
• Keeps NSM and/or GM promptly and fully informed of all opportunities and other unusual matters and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
• Responsible for operating complex programs with budgets over $500,000.
• Train Operation/Program Coordinators as needed.
• Recruits and trains new field staff, participating in staff development meetings.

As travel and tourism is a seasonal industry, job may require assisting in other departments.