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:

1. Group Air Desk & Airline Management
   1. Negotiate and manage air contracts and group blocks directly with airlines
   2. Assist with schedule changes, reaccommodation and disruption management for group travel
   3. Build and maintain strong working relationships with airline group desks and consolidators
2. Major Attractions & Inventory
   1. Secure inventory for major attractions, key sightseeing components and high-demand experiences before tours are handed to the operations reservations team
   2. Negotiate group rates, hold and release deadlines with attraction suppliers
   3. Manage inventory allocations, deposit schedules and confirmation timelines
   4. Ensure all major attraction bookings are confirmed and documented before handover to operations
   5. Identify product gaps and new attraction opportunities for the tour program
3. Supplier Management
   1. Build and maintain strong relationships with airlines, consolidators and major attraction suppliers
   2. Manage supplier performance against agreed terms and service standards
   3. Negotiate commercial terms, group rates and release conditions
   4. Resolve supplier issues, disputes and service failures professionally and commercially
   5. Maintain accurate supplier records, contracts and contact details
4. Customer Relations & Feedback
   1. Review tour feedback forms returned by passengers across the tour program
   2. Identify trends, themes and individual issues raised in passenger feedback
   3. Document quality concerns clearly and provide constructive feedback to relevant suppliers
   4. Outline corrective actions and quality assurance steps required from suppliers
   5. Follow up to ensure supplier improvements have been implemented
   6. Report customer feedback insights to the General Manager and the wider team
5. Quality Assurance & Continuous Improvement
   1. Drive continuous improvement in supplier quality across the tour program
   2. Identify recurring issues and work with suppliers to resolve them at source
   3. Contribute to product reviews and tour program decisions based on feedback insights
   4. Recommend changes to suppliers, inventory or product where quality is consistently below standard
   5. Share learnings with the wider team to inform future tour design
6. Reporting & Collaboration
   1. Provide regular updates to the General Manager on air desk activity, inventory status and supplier performance
      
   2. Collaborate closely with the operations reservations team for smooth handover of confirmed bookings
      
   3. Work with the Product team on new tour development and supplier selection
      
   4. Attend supplier briefings, industry events and approved familiarisations
      
   5. 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