Operations Consultant

Due to amazing growth Wendy Wu Tours has seen, a new Operations Consultant role has been created to join the team.

You will have sound communication skills as well as the ability to sell our product effectively. Destination knowledge of Japan, China and/or Asia is preferred but not essential. We are looking for highly motivated, organised individuals to work in our dynamic and friendly organisation.

Ideally you will have at least twelve months' Travel experience in wholesale or retail, and a knowledge of Amadeus. Extensive training in our systems and product will be provided and you will be located in our North Shore office.

The Operations team is the logistical hub of Wendy Wu Tours and as such is crucial in the delivery of the tangible travel components of a customer’s journey. This is inclusive of the visas applications, Final documentation, Dossier and website maintainence and customer service.  It is therefore important that a high level of attention to detail and consistency, along with the quality of customer service that the company is known for, is delivered each and every time.

The Operations Specialist role is key to the smooth operation and continual support of the team overall. Multitasking and managing various duties across all divisions are the key functions of the Operations Specialist.

The target is to ensure excellent service standards, respond efficiently to customer enquiries and maintain high customer satisfaction throughout the Wendy Wu Tours Experience.

The role is Hybrid, with some work being permitted from home.

Primary Functions

Visa Processing

Visa application processing

• Receipt and record all visa applications and passports, reviewing all information for accuracy. Adjusting information where possible or updating agents and/or customers if additional information or documentation is required.
• Producing visa reminders and following up on outstanding forms, passports, and documentation
• Distribute passports and applications to consulates/processing centres, ensuring all passports are returned no later than 4 weeks prior to departure date.
• Observing a strict adherence to customers’ privacy and the security of personal information through the handling of all documentation in the appropriate manner.

Customer Support

• Composing and providing supporting documentation such as itineraries for travel agents/customers processing their own visas.
• Removing visa service from the system and creating refund requests for travel agents/customers who choose to process their own visa.
• Coordinating and facilitating the early return of passports as requested.

Visa documentation

• Maintaining and updating all visa requirements and documentation when changes occur to ensure most efficient process is being followed.
• Retaining records of visas processed for cross checking and cost validation.

Documentation

Documentation preparation

• Reviewing each booking to ensure the booking checklist (full pay received/file balanced, visas received, names as per passport etc.) has been completed and that there are no gaps in the itinerary. Rectifying or amending outstanding details where necessary.

Booking finalisation

• Generating, editing, and saving the final itinerary and hotel list. Ensuring the information follows a logical format and is easy to read.
• Collating any additional information for the documentation wallet. This may include service tickets or vouchers, itinerary change letters, e-tickets.

Documentation Dispatch.

• Ensure that dispatch of documentation is delivered accurately within expected time- frames of 3-4 weeks prior to departure. Priority being placed on early departures and passengers/travel agents that are located more rurally to ensure a timely delivery.

Documentation review

• Proofread and update final itinerary introductions (both group and independent travel) in collaboration with team.
• Research additional/new information relevant to the destination of the tour for inclusion within travel guides and fact sheets

Operations support:

Tour Document management Changes/ Withdrawals/Additions

• Updating passengers about any changes to the touring itinerary as directed by the product team.
• Informing passengers of tour withdrawals and working with the agent/client to identify the best alternate arrangements.

Dossier and Website Maintenance:

• Maintaining and creating dossiers/itineraries for online and offline use
• Updating information and maintaining New Zealand website pages via the CMS
• Consultation with our internal Product departments and International Ground Suppliers

Customer Service

• Delivering a high level of customer service throughout every interaction with our customers; both internal and external. Upholding Wendy Wu Tours standards and expectations of service
• Consultation with Travel Agents and Direct Customers. This may be either over the phone, via email, web chat and occasionally face-to-face.
• Answering the reservation lines as required in busy times or covering staff leave, and unforeseen circumstances.
• Answering general queries and questions from passengers and travel agents. Providing exceptional customer service and care at every instance and actioning any appropriate follow up items.

Specific Functions

• Achieve and exceed team and individual KPI’S through the delivery of all operations functions in a timely manner.
• Adhere to and facilitate administrative processes and policies as per Wendy Wu Tours Guidelines.
• Ensure workflows and processes are carried out in accordance with the Wendy Wu Tours training guidelines.
• Proactively assisting and taking initiative to support team in the various duties, ensuring cross training has been undertaken in all operations functions to allow an easy transition between duties as required.

Ancillary Functions

• Fostering a positive and friendly team environment, always showing respect and consideration for your colleagues.
• Observing safe work practices and taking reasonable actions to prevent workplace injury.
• Attending or participating in industry, company, training activities, international conference calls, events outside of standard work hours as required
• Ad Hoc requests – undertaking ad hoc requests as directed by your line manager.

Required skills

• Clear and effective communicator both written and verbal.
• Customer and people focused.
• Must have attention to detail.
• 1 year Travel industry experience preferred
• Exemplary time management skills
• Team player
• Must be able to develop and nurture key relationships.
• Investigative skills.
• Lateral thinker.
• Multitasker.
• Negotiation skills.

Wendy Wu Tours is specialist fully inclusive tour operator to Asia and beyond, offering Fully Inclusive Group travel and independent travel arrangements to Japan, China, Southeast Asia, India, Central Asia, Nepal, Sri Lanka, Middle East, Latin America and Europe, with extensive programs to each of these regions. Wendy Wu Tours has offices in Sydney, London, Auckland and our own operational offices across China. See more about us at www.wendywutours.co.nz