Reservations Specialist - Travel

(Adventure Operations Specialist) - must be Glasgow-based!

£26,500

Glasgow office / hybrid - must come to Glasgow office 3x per week 

Are you an adventure-loving Operations specialist with an appreciation for the outdoors and active travel? If so, this role could be a fantastic way to fulfill your passion and progress your career in active, adventure travel! 

Our Operations team are an integral part of our business, responsible for reserving all aspects of the customer’s trip after the sales team have found them their ideal itinerary.

You will be reporting to either Caroline Black, Sarah Smith or Maike Gobel. This is a fantastic opportunity to join an ambitious, fast-growing international business and progress your career in travel. This operations role is key to driving the Macs brand values, helping us reach our targets, developing customer loyalty, and delivering memorable adventures for our customers!

About Macs Adventure

We’re an adventure tour operator on a mission to be the leading global brand in self-guided, active travel.

Welcoming over 30,000 customers on over 600 walking and cycling trips to destinations around the world, we employ over 180 people across the UK, US and Germany who share our purpose to lead, advocate & enable self-guided, active travel as a positive force for people and planet.

Our Culture

We’re an adventurous business with an ambitious vision. Our aim is to double the size of the business by 2027. We want to do this the right way and have set ourselves another important goal of achieving BCorp status within the next year.

Our culture reflects these ambitions. We’re a fast-paced organisation and we like to have fun along the way. We’re looking for people who can grow with Macs and join us on our journey. It’s not the easy route, we’re looking for people who enjoy challenges, love learning and want to make an impact and relate to our core values;

• Love the journey: A Macs trip is all about the journey, not the destination. We are all believers in Macs’ unique brand of self-guided, active travel and shout about it. As more travellers convert to the Macs Way, we accept our business will grow and change. We welcome new connections, and embrace to new opportunities. Carpe diem!

• Take a different path: We’re not different for different’s sake; but we won’t succeed if we’re just the same as everyone else. We devise creative solutions to problems, find new ways of doing things, and trust colleagues who are doing so too. We are brave and feel empowered to take the initiative. We ask ourselves: is what I’m doing authentically Macs?

• Tread thoughtfully: We are considerate, empathetic and try to put ourselves in our customers’, suppliers’ and each other’s shoes. We support local, and find ways of having less negative impact on the planet. We find ways of having positive impact on people and communities. We are fair, and we do the right thing.

• Go the extra mile: We know that creating a perfect #MacsMoment involves going that bit further. We imagine the best feedback we can get and set out to earn it. We take ownership and accountability – it’s yours, not someone else’s, problem. We step up and help our team mates when they need us.

What you’ll do;

• Ensure that every aspect of the booking process is perfectly arranged so that our customers have an unforgettable experience throughout their journey with Macs Adventure.

• You own the provisional to confirmed stage and are a specialist in your squad destinations.

• Know your tours and be a real specialist in that area. Work closely with our product department to improve the trips & customer experience.

• Find solutions for bookings where original requests are not possible and ensure suitable alternatives.

• Adapt and react quickly to everchanging situations relating to operations such as accommodation closures, disruptions to travel schedules, etc.

• Maintain positive working relationships with our suppliers. Manage supplier information in our back office ensuring it is accurate and relevant.

• Ensure supplier costs are loaded at time of confirmation allowing accurate payments. Supporting smooth workflow between operations, finance & other stakeholders.

• Understand the importance of the margin targets; you will ensure any necessary changes are always actioned with a balance of margin and customer experience in mind.

• You will have your core tasks and work within your squad, however in an agile working environment, where we are always striving to optimize processes and workflows, you may be required to assist in other areas when needed.

What you’ll bring;

• Passionate about travel and knowledgeable on the destinations we offer.

• A strong team player, you understand the importance of collaboration and support your colleagues and the company in achieving shared goals.

• Communicates in a tactful, polite, and friendly manner internally and externally.

• Able to work under pressure, motivated to achieve targets and demonstrate a positive attitude.

• Learning-orientated.

• Resilient and flexible.

• A hands on individual willing to go the extra mile for customers, colleagues and the business.

• You share our values: Tread thoughtfully, Take a different path, Go the extra mile & Love the journey.

Not essential, it would be a bonus if you;

• Previous operations experience.

The knowledge and skills we’ve listed represent “the perfect candidate”. No one’s perfect and we know the ‘confidence gap’ can stop brilliant people applying. If you love the sound of this opportunity please apply, we’d love to hear from you.

You could belong here;

To deliver adventures for more than 30,000 customers we need to build a company that’s reflective of their diversity. We’re building an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.

What we’ll offer

As well as your salary;

• ANNUAL LEAVE: We’re an inclusive employer and celebrate diversity. We want you to be able to take holidays that matter to you, so 8 public holidays are included in your annual leave allowance of 33 days, which increases to 35 days after 5 years’ service.

• BIRTHDAY BOOSTER: An extra day off on your birthday!

• PENSION: We offer a contributory pension scheme.

• DISCOUNTS: You are eligible for great discounts on Macs Adventure trips!

• TRAVEL INSURANCE: We provide you and your spouse/partner/children with annual worldwide travel insurance.

• FLEXIBLE WORKING: A flexible work culture you’ll be able to work from home as well as coming into our hub office in Glasgow 3 days per week to collaborate with colleagues.

• GETTING TOGETHER: Regular team, management and leadership meetings and retreats.

• CULTURE: An innovative, fast growth, international and solution focused culture, where we work hard to embed our values across the business.

• L&D: We support your self-guided learning journey to make the most of your strengths.

• WELLBEING. We'll support you in looking after your health and wellbeing so you can do your best work.

• TRAVEL: Occasional international travel may be required.

• IMPACT: The opportunity to make a difference in people’s lives and the planet.