Product Inventory & Customer Relations

The client is looking for a Product Inventory & Customer Relations who will manage the company's group air inventory, major attraction bookings, and customer relations across the tour program.

ROLE PURPOSE:
Own the air desk function, secure and manage major attraction inventory before tour handover to operations, and lead customer relations across the tour program. This specialist role combines technical airfare expertise with supplier management and quality assurance, ensuring travelers receive a seamless experience from booking through to post-tour feedback.

KEY ACCOUNTABILITIES:

Group Air Desk & Airline Management
Negotiate and manage air contracts and group blocks directly with airlines
Assist with schedule changes, reaccommodation and disruption management for group travel
Build and maintain strong working relationships with airline group desks and consolidators
Major Attractions & Inventory
Secure inventory for major attractions, key sightseeing components and high-demand experiences before tours are handed to the operations reservations team
Negotiate group rates, hold and release deadlines with attraction suppliers
Manage inventory allocations, deposit schedules and confirmation timelines
Ensure all major attraction bookings are confirmed and documented before handover to operations
Identify product gaps and new attraction opportunities for the tour program

Supplier Management
Build and maintain strong relationships with airlines, consolidators and major attraction suppliers
Manage supplier performance against agreed terms and service standards
Negotiate commercial terms, group rates and release conditions
Resolve supplier issues, disputes and service failures professionally and commercially
Maintain accurate supplier records, contracts and contact details

Customer Relations & Feedback
Review tour feedback forms returned by passengers across the tour program
Identify trends, themes and individual issues raised in passenger feedback
Document quality concerns clearly and provide constructive feedback to relevant suppliers
Outline corrective actions and quality assurance steps required from suppliers
Follow up to ensure supplier improvements have been implemented
Report customer feedback insights to the General Manager and the wider team

Quality Assurance & Continuous Improvement
Drive continuous improvement in supplier quality across the tour program
Identify recurring issues and work with suppliers to resolve them at source
Contribute to product reviews and tour program decisions based on feedback insights
Recommend changes to suppliers, inventory or product where quality is consistently below standard
Share learnings with the wider team to inform future tour design

Reporting & Collaboration
Provide regular updates to the General Manager on air desk activity, inventory status and supplier performance
Collaborate closely with the operations reservations team for smooth handover of confirmed bookings
Work with the Product team on new tour development and supplier selection
Attend supplier briefings, industry events and approved familiarisations
Maintain accurate records in CRM and operational systems

PERSON SPECIFICATION

ESSENTIALS:
• Excellent attention to detail and accuracy
• Strong technical aptitude with travel systems
• Confident and professional communicator with airlines and suppliers
• Commercially aware with good negotiation skills
• Calm under pressure with strong problem-solving ability
• Customer-focused with a quality assurance mindset
• Collaborative team player aligned with the company's principles
• Self-motivated, organised and accountable
• Strong GDS skills — please specify which systems you have used (Sabre, Amadeus and/or Galileo)
• Solid ticketing experience, including reissues, refunds, voids and exchanges
• Consolidator experience and a sound understanding of consolidator processes
• Confident dealing directly with airlines on group travel — group blocks, name lists, deposit and ticketing deadlines, schedule changes and reaccommodation
• Experience managing supplier relationships and

DESIRABLE:

• Experience in escorted group touring or wholesale travel
• Experience managing tour inventory or product across multiple suppliers
• Exposure to customer feedback and quality assurance processes
• Knowledge of mature traveler markets and Australian touring product
• Experience with VTO, B&C or similar travel CRM systems

To ensure you read this Job description, please include the word National on the subject line of your application then answer the following questions. I don't need other details on your message .

1. Can you confirm which GDS systems you have used (Sabre, Amadeus, and/or Galileo), and describe your level of experience using them for group bookings, ticketing, and fare management?
2. What is your experience with airline ticketing processes such as reissues, refunds, voids, exchanges, and managing schedule changes or airline disruptions for group travel?
3.Have you worked directly with airlines or consolidators on group air arrangements? Please describe your experience managing group blocks, name lists, deposits, ticketing deadlines, and reaccommodation.
4. What experience do you have working with airline consolidators or managing consolidator processes, including negotiating group fares and maintaining supplier relationships?
5. Have you used any travel CRM or inventory systems (e.g., VTO, B&C or similar)? Please outline how you used these tools to manage supplier records, bookings, inventory allocations, or customer feedback tracking.