Senior Operations Specialist

Overview
• The Quality Team ensures the best possible experience for our customers.
• The Quality Team handles bookings after the Reservations Team has finished making reservations for all services that can be reserved at the time that the booking is confirmed.
• The Quality Team's responsibility ends after the customer has finished the last service in the booking and responsibility is handed over to the Accounting Team.
• The Senior Operations Specialist reports to the Head of Quality.
Responsibilities
• Before the customer arrives, the Quality Team will make reservations for any services that could not be reserved by the Reservations Team at the time the booking was confirmed. Typically, these are services like train tickets and bus tickets that may not be bought in advance and/or whose purchase falls outside the company's normal cancellation period.
• Before the customer arrives, the Quality Team will contact select suppliers in the booking to re-confirm that the supplier is expecting our customers as previously agreed with the Reservations Team.
• For bookings where a guide is assigned to one or more services, the Quality Team handles choosing and assigning the guide to the booking.
• Working together with the Accounting Team, it is the responsibility of the Quality Team to provide Guides and the Accounting Team with the proper amount of money and documentation.
• Working together with the Product Team, the Quality Team handles training guides on the itineraries they will follow with our customers.
• The Quality Team handles all communications that occur during the trip from customers and partners. This requires being on call 24 hours for emergencies through Go Beyond's emergency phone.
• Working together with the Accounting Team, the Quality Team will adjust the costing of join-in services in Tourplan.
• The Quality Team will manage the sending of customer satisfaction surveys and proprietary tour satisfaction surveys to our customers.
• Handles customers' complaints, identifies, and prioritizes problems according to their complexity, and provides prompt solutions or escalates to management, accordingly.