Travel Coordinator (For Pooling 2026)

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We are seeking a detail-oriented and proactive Travel Operations Specialist to join our outsourced back-office team. In this role, you will be responsible for managing the end-to-end operational aspects of customer bookings, including vendor communications, booking confirmations, ticketing, and documentation. You will serve as a critical link between our suppliers, internal teams, and customers, ensuring every trip component is accurately confirmed, documented, and delivered on time.

The initial scope of outsourced services will include:

• Vendor Communications & Booking Confirmations:

Proactively contacting our travel suppliers – such as rail operators, hotels, and tour companies – to confirm each component of a customer’s booking. This involves reaching out via phone, email, or supplier online portals to verify reservations and secure confirmation/reference numbers. The BPO team will “confirm services with vendors through messaging, websites, portals and/or phone calls”, mirroring the responsibilities of our internal Operations Coordinators and our current BPO team. If a particular service is not immediately confirmed (for example, if a hotel is on request), the team must follow up persistently and work with the supplier (potentially requesting rooms above allotment or alternate options) to resolve the issue. They will also handle any vendor-initiated changes – e.g. schedule changes or cancellations – by notifying our staff and, where possible, securing alternative arrangements.

• Documentation & Ticketing:

Preparing and assembling electronic travel documents for customers once bookings are confirmed. This includes issuing tickets or vouchers for all booked components (train tickets, hotel vouchers, tour tickets, transfer confirmations, etc.) and attaching these documents to the respective bookings in our system. The BPO team will be responsible for the accurate and timely issuance of tickets (and processing any exchanges, refunds or reissues if changes occur) . They will then prepare, issue, and send travel documents to customers, ensuring each customer receives a complete packet (via email) containing all necessary vouchers and info before their trip. Attention to detail is critical: the team must double-check that names, dates, and services on tickets match the booking, and that any special instructions (e.g. mobility accommodations from a supplier) are clearly communicated. They will also handle any customer requests related to documents (e.g., resending documentation sets).

• Booking Administration & Updates:

Maintaining updated records in our reservation systems (built on Salesforce) for all trip components. As confirmations come in from vendors or tickets are issued, the BPO staff will update each booking’s status and notes in the CRM. This involves changing service statuses from “unconfirmed” to “confirmed” and entering confirmation numbers or attaching PDFs for each service. They’ll log any pertinent details from vendor communications,” so that our customer-facing teams have full visibility. Additionally, the team will ensure that any incomplete bookings are followed up – for instance, if a particular voucher cannot be issued immediately, they will keep that task on a checklist until resolved. In essence, this function ensures nothing falls through the cracks: every booking should be fully confirmed and documented well before the travel date. It may also include coordination with our sales or guest relations departments: These tasks collectively cover what an internal Operations or Reservations Coordination team typically does for a travel company: confirming services, managing changes/cancellations, and delivering travel documents. The BPO partner will effectively become our “backend” operations unit, working closely with our internal teams for any escalations or approvals.

While the initial engagement is focused on back-office operations, we want the RFP to allow for the potential of future expansion into customer-facing support functions and other non-core functions. Depending on performance and business needs, the scope may later broaden

to include:

      ● Post Booking Live Chat Support (Future): Real-time assistance to customers via our website’s chat system. This would entail       answering questions about bookings, helping customers with small changes (like adding a service or clarifying itinerary details),       and triaging issues. The chat agents would need a good grasp of our products and policies, as well as the same systems the back-      office team uses, so they can look up bookings quickly. Our intention would be to have a seamless integration where the chat       support can leverage the knowledge of the operations team (since many customer queries relate to confirmations or documents).

      ● Post Booking Email Support (Future): Handling customer emails, which might range from simple requests (“Please resend my e-      ticket for the Glacier Express train”) to more involved inquiries (“I need to change my hotel in Rome, what are my options?”). The       BPO team would manage an inbox or Servicecloud Cases, ensuring responses within agreed time frames. They would follow our       tone guidelines and escalate any complex issues (like a complaint or a major itinerary change request) to the appropriate internal       team. The vendor should be ready to provide trained customer service representatives for email, equipped with strong written

      English and problem-solving skills.

      ● Accounting functions (future): Accounts payable/receivable functions, in the future, we anticipate the potential to expand the       BPO partnership to include core accounting functions, specifically accounts payable and accounts receivable processes. This would       involve the BPO team managing the financial transactions associated with our vendor and customer relationships. For accounts       payable, the BPO would be responsible for processing and reconciling supplier invoices—such as those from rail operators, hotels,       and tour providers—ensuring timely and accurate payments, maintaining up-to-date records, and addressing any discrepancies       with vendors. For accounts receivable, the team would monitor customer payments, issue invoices as needed, follow up on       outstanding balances, and coordinate with internal stakeholders to resolve payment issues or disputes.