JOB SUMMARY
The company has purchased the Tour Operator system ‘Pacific’ from ISO Travel Solutions to manage all aspects of its travel program delivery over the years ahead – a core product of flights, hotels, ground transportation, tours & attractions with potentially more to be added in the future.
This role has been created to support the configuration of the system to company requirements and manage the ongoing daily operations of Pacific in all aspects of its product delivery. Pacific will initially be integrated into the BEYOND Hospitality IT architecture to deliver various programs planned for 2025/6 in North America, while the job holder will need to keep in mind that established processes should be transferable to future projects.
This is a high-pressure role that requires a mix of strategic planning, building and leading a small team (to grow to 4/5 as business develops) and the willingness to take a hands-on approach to daily process and operational challenges. The successful applicant will build essential expertise on the system and become a key point of contact and issue resolution for counterparts across the organization.
The position will be based in our office in Miami, FL and report to the Senior Commercial Manager, Travel Services.
The ideal candidate will have a background in the travel/tourism sector, demonstrating extensive experience gained in system and operations management roles. He/she will need a flexible mind-set, be excited to take on new challenges and be happy to switch between senior level planning sessions and coal-face operational duties as necessary. Essential attributes include excellent attention to detail, ongoing drive for efficiency and strong and demonstrable problem solving skills.
OVERVIEW:
Company Overview:
Established in 2023 by pioneers of sports hospitality, the team at Beyond Hospitality are experts in the management and sales of commercial hospitality for major sports events. Our staff has delivered some of the most successful sports hospitality programs ever, such as those at the FIFA World Cup™, Ryder Cup, and Formula 1® events including the British Grand Prix. With decades of experience in the team, Beyond Hospitality doesn’t just delivery hospitality, we redefine it: setting global standards, pushing boundaries, innovating new products and means of delivery, and unlocking both traditional and new markets for our renowned clients and their aspirational events.
We are a truly global employer. Beyond Hospitality is headquartered in the UK, but our talented workforce now spans 68 territories and 25+ nationalities. The respected professionals in our teams are top-notch specialists in operations, sales, marketing, and event production – all aligned with our mission to provide superior world-class service and amplify sports events.
Working closely with sports event-owners and rights-holders, our team members have successfully managed and operated 48 global sports events in football (soccer), golf and motor racing, and are highly esteemed in event production, marketing, sales, customer service, IT and ecommerce, and product development. Our core focus is ensuring a superior hospitality experience for guests, creating unforgettable moments and providing exceptional service at these flagship sporting events.
Department Overview:
The Travel Ancillary Services team has created a suite of travel products to offer to customers either during their purchase of hospitality, as an additional option or as a stand-alone sale.
The travel products include international & domestic flights (scheduled and charter services), accommodation, ground transportation, attractions and tours. Travel is sold as bundled packages and individual components through a variety of B2C and B2B sales channels.
A key driver of the department is the delivery of high quality products driving customer satisfaction, with the non-negotiable that they provide timely logistical services to ensure hospitality and events being purchased can be attended in an optimal manner.
Position – Core Duties & Responsibilities:
In conjunction with the Senior Commercial Manager, Travel Services the role will require to:
· Supervise the set up and configuration of the Pacific system to align with company requirements and processes.
· Engage closely with the system provider and internal IT department to ensure that all functionality and processes both within Pacific and its integration with other company systems meet commercial requirements.
· Implement, manage and monitor the system pricing functionality so that the strategy and policies agreed by the senior commercial team, is delivered.
· Coordinate closely with the Finance department to ensure system is driving accurate and timely supplier and customer invoicing and payments.
· Maintain, utilize and circulate Pacific reporting capability to assist colleagues monitoring sales, capacity status and contractual attrition percentages and deadlines.
· Ensure that all fulfillment requirements for customers (vouchers / e-tickets) and suppliers (manifests / rooming lists) are delivered in an accurate, timely and branded manner.
Take the lead with respect to:
· Oversee the upload of all contracted travel inventory to ensure rates, terms and conditions are accurately stored and presented.
· Monitor all live product inventory pulled into Pacific (flights from GDS, hotels from Bedbanks, etc) to maintain consistency with company policy.
· Manage and monitor the flow of travel products through the company sales channels (online and offline) to align with commercial policy, escalating any variances.
· Coordinate with Marketing and e-commerce colleagues to ensure that images and descriptions pulled from CMS for travel products is correct and appropriate.
· Serve as a primary point of contact for Pacific related queries from other departments.
· Train, develop and manage a team of air and hotel product administrators.
Experience, Education and Skills, Knowledge, and Abilities:
Qualification/Experience:
· Experience (5+ years) in Tour Operator system / operations management with a broad understanding of other travel industry platforms (GDS, Hotel Reservations, Bedbanks).
· Associate’s degree and/or Bachelor’s degree in Travel, Tourism or related field preferred.
· Broad travel industry experience dealing with air / hotel / land product essential.
Skills & Abilities:
· High energy self-starter mentality with the drive to meet challenging deadlines.
· Comfortable leading and developing a small team.
· Demonstrated problem solving skills, with the ability to make data-driven decisions.
· Fluent in English with additional languages an advantage.
· Highly detail-orientated.
· Proficient in MS Office (Teams, SharePoint, Excel, Word, PowerPoint).
· Excellent communication and interpersonal skills in dealing with all levels and multi-cultural colleagues and external partners.
Physical Requirements:
· Office based role with prolonged computer-based hours required.
· Ability to work flexible hours, including evenings, weekends, and holidays during events.
· Limited travel to visit suppliers / colleagues globally as necessary.
· Must be able to lift up to 25 pounds at times and access various departments of a given location.
