Director of Air Service & Operations

Group Voyagers• US,

17h•$120,000 - $130,000•Hybrid

About The Position

The Globus family of brands, with 98 years in travel, includes Globus, Cosmos, and Avalon Waterways, offering culturally rich vacations in over 70 countries. The Air Service & Operations department is responsible for managing air operations, contracting, ticketing, reservations, and customer support to ensure seamless travel experiences. This team contracts, maintains, fulfills, and reports on airline bookings and tickets, while also maximizing profitability through air margin analysis and adherence to contracts and fare rules. The Air Reservation Support Team provides crucial assistance to employees and guests, ensuring security and excellent customer service. A Director typically heads a department, supervising managers and associates, setting strategic direction, and overseeing implementation. Key responsibilities include managing direct reports, evaluating staff, developing policies, reporting to senior leadership, managing budgets, ensuring a healthy work environment, collaborating with global offices, approving hiring/termination, and managing cross-functional projects. Directors also handle vendor relationships, synthesize data for recommendations, achieve departmental goals, and partner with senior management on people strategy.

Requirements

Bachelor’s degree in a related field; or five to ten years of related experience and/or training; or equivalent combination of education and experience.
Three to five years in a senior management or director level role.
Five or more years of experience contracting with air carriers preferred along with understanding of airline pricing models, group air & inventory.
Market intelligence (knowing the market, critical market indicators and factors, and verifying market assumptions).
Expertise in Air System contracting and delivery software and tools, both for the operations team delivery and the front-line presentation to the guests.
Competitive analysis (collecting and analyzing data to weigh and measure against company goals and objectives).
Acumen for air delivery and customer service, including partnering with Contact Center colleagues on service level agreements between Air Operations and Air Service and Support.
A quick learner, especially regarding the leisure travel business.
Possesses the appropriate levels of business, financial, and technological savvy.
Microsoft Office and Internet.
GDS and other air technology systems, database and reporting.

Responsibilities

Determine acquisition and contract requirements by acting as an expert resource; maintain relationships with airline representatives.
Lead complex negotiations with air carriers to develop competitive air pricing for all Globus family of brands air-inclusive and intra vacation air products worldwide.
Partner with land Operations teams to ensure air capacity and itinerary options are in line with land tour and cruise packages worldwide; to ensure sufficient air itinerary options are in place.
Contribute to the growth of air passenger sales by offering competitive pricing, varying itinerary options, off season opportunities, and ancillary optimization (ie upgrades).
Direct the business processes associated with the acquisition and contracting life cycle (e.g. analysis, sourcing, negotiations, terms, contract executing, contract performance, compliance, quality, delivery, and payment).
Direct the business processes associated with the sales, performance, operations and terms of all airline contracts, as well as meeting contractual obligations with a Global Distribution System (GDS) and ARC/IATAN policies.
Provide support and oversight to ensure the air reservation support teams are meeting or exceeding our target service standards, includes acumen and oversight on maintaining service level agreements and high standards of customer service and delivery.
Ensure strong processes are in place to ensure the Air Reservation Support Team is in compliance with airline policies, contracted fare rules, GDS procedures, requirements, and service standards when supporting air reservations and ticketing-related inquiries.
Work collaboratively with Contact Center Leadership Team and Training teams to ensure Air Service & Operations is providing the needed tools and training to facilitate air sales and service.
Oversee air inventory for block and ad-hoc group space to ensure maximum value is provided to customers while achieving profitability for the company.
Ensure product competitiveness and profitability by ensuring desired margins are attained in the product costing and pricing process, as well during the life cycle of the air booking.
Develop strategic air promotions in partnership with Marketing throughout the year, maximizing the offer whenever possible with airline participation.
Partner with executive leadership in creating and communicating a clear strategic vision while showing the strategic agility to adjust to changes as needed to support the business and achieve organizational goals.
Develop and recommend policy and technology changes as needed to comply with industry and governmental regulations, as well providing a competitive advantage whenever possible.
Implement and execute sound management practices (e.g. assigning and delegating, empowering and enabling, enlisting and inspiring, evaluating and rewarding performance and achievement).
Develop and cultivate business relationships and communicate effectively with the Executive Team, Managers, and key personnel in other departments and offices, as well vendor and other professional organizations.
Achieve financial objectives by preparing and maintaining annual budgets, scheduling and monitoring expenditures, analyzing variances, initiating corrective actions, and preparing reports.
Direct the monthly KPI reporting on air margins, cost per passenger, airline partner performance and air inclusive percentages and additional information as required by Executive team.
Direct ongoing process and system improvements, integrating new technology across the organization in order to increase flexibility, reduce administrative costs, and increase interactivity with internal & external customers.
Contributing to a team effort by accomplishing related results or projects as needed.
Representing the organization at relevant trade shows and conventions, and industry events; requires travel throughout the year, including nights and weekends.