Job Details

About Luminary Travel

We are a fast-growing ultra-luxury travel planning company that caters to discerning world travelers. We produce bespoke travel experiences that are rarely duplicated, the equivalent of travel "haute couture". Whether it's arranging a Ski Villa in Courchevel with a personal chef , or a sun-soaked week on the Amalfi Coast learning to make pasta with an Italian Nonna, or an African Safari tour by helicopter, we work tirelessly to ensure that our clients do not feel bound by the typical limitations of luxury travel.

Our team is quick, dynamic, and extremely excited by travel. Our focus is always on the details first. We have meticulous organizational skills and focus on extensive research to find the perfect fit for our clients so that they have a once in a lifetime experience on every trip. Our company culture centers around our own deep passion for travel and helping others experience the world in interesting ways. This mutual love for travel helps us ensure that our clients have the best possible experience at every step of the journey!

Role: Senior Operations Associate

Employment: Full-time

Location: Remote

The Senior Operations Associate will play a dual role, combining Operations Associate responsibilities with the crucial tasks of overseeing Operation's Associates. This role is integral to our operations team, demanding strong organizational skills, creative problem-solving, and excellent time management.

At Luminary, the fast-paced environment requires adaptability and the ability to manage stressful situations with composure while executing tasks with precision. As the Senior Operations Associate, you will be instrumental in ensuring that our trips are meticulously planned and flawlessly executed. Additionally, you will play a key role in training and onboarding new team members and supervising key members to uphold Luminary's high standards.

Requirements:

• Minimum of three (3) years of work experience in operations

• Exceptional organizational skills with the ability to multitask
• Professional verbal, and written communication skills using appropriate grammar, terminology, tone, cadence, and pronunciation
• Exceptional listening skills with the ability to quickly identify issues and proactively solve problems
• Tech-savvy and comfortable with navigating web-based reservation programs, helpdesk software, internet searches, airline websites/apps, SMS messaging, and smartphone apps
• Dependable and flexible with work schedule
• Proven ability to work independently with minimal supervision in a fast-paced environment
• A passionate approach to customer service, positive attitude, and strong work ethic
• Must be able to work various shifts including irregular shifts, holidays, and weekends
• Be able to pass a criminal and employment background check

• Bachelor's Degree
• Multi-lingual
• High level of cultural awareness
• Knowledge of or experience in the Travel Industry
• Experience working in a remote environment
• Knowledge of Salesforce and Axus softwares

• Execute operation tasks for top-tier clients, ensuring all service details are accurately handled.
• Lead, mentor and manage key operations team members
• Partner with the Operations Manager to ensure all team members have needed ongoing training and support
• Support the onboarding of new employees, particularly within your pod.
• Assist with the creation, implementation, and refinement of the SOPs as they relate to our top tier clients.
• Accurately book reservations and ensure all service details are collected on behalf of the clients
• Assist with the planning and finalization of client travel itineraries
• Research hotel rates and room options as part of the trip planning process
• Cross-check and reconfirm client itineraries with vendors and partners to ensure accuracy prior to trip start date
• Input/update and ensure accuracy of client itineraries' information entered into Axus (itinerary software).
• Input/update and ensure accuracy of information entered into Salesforce
• Answer busy incoming phone calls, emails, and text messages in a professional and timely manner
• Coordinate details of new and existing service reservations
• Update reservations with changes and additions as needed
• Assess what service details are missing and reach out to the Client Service Manager to collect as needed
• Manage and prioritize a lengthy queue of daily/weekly tasks within Salesforce's task list
• Send daily reminders of upcoming services via email and text to clients and concierge
• Exhibit utmost confidentiality with clients and client information
• Accept and accurately process credit card payments and invoices for services rendered
• Provide excellent customer service to clients