Team Leader - ALTOUR24 (Out of Hours service)

Overview

At ALTOUR, we believe people are the driving force behind every meaningful connection - our clients’ and our own. With more than 1,000 team members and a presence in over 80 countries, we are a globally recognised leader in corporate travel management and a proud division of Internova Travel Group, the highest-ranking American corporate travel management company (Business Travel News). 

Our mission is to manage the complexities of connecting people so they can represent their brands in the most impactful way possible. That same philosophy shapes our workplace culture, one that evolves, improves, and empowers our people to grow and thrive. 

We embrace innovation and leading-edge technology to create smarter, faster, and more tailored solutions - not just for our clients, but for each other. At ALTOUR, you’ll be part of a collaborative, forward-thinking environment where your voice matters and your success is a shared journey. Click here for more information about Altour. 

Responsibilities

JOB OVERVIEW

The ALTOUR24 Team Leader will oversee a team of out-of-hour travel consultants, ensuring the delivery of high-quality travel services to corporate clients outside of office hours. The Team Leader is the key point of escalation during the absence of the Operations Manager. This role involves managing out-of-hour operations, mentoring team members, and maintaining strong client relationships. The Team Leader ensures compliance with travel policies and strives to optimise travel efficiency and cost-effectiveness. Must have experience in both Corporate and Entertainment Travel, including Touring.

DUTIES AND RESPONSIBILITIES

• Ensure all emails are acknowledged within the clients SLA and staff are using the Front system correctly.
• Ensure the staff are logged into the phones.
• Ensure good timekeeping across the team.  Must be at your desk ready to start at the allocated time.
• Monitor the team’s workload. Delegate and distribute any work as and when necessary to help with the team’s performance.
• Expected to take phones calls and work emails during shifts.
• Support, encourage and work to develop the Altour Connect tool, encouraging use and supporting in a super user role. (N/A for ALTOUR 24)
• Strong understanding of ALTOUR 24 and the IC users.
• Ensure the team keep their queues tidy and are monitored regularly
• M.I errors / Data Error Log – Ensure all errors are addressed with the relevant staff.
• Quality Control – ensure all air bookings are QC checked.
• Disaster Recovery – running of TSDS reports / Spectra’s during disasters outside of office hours.
• Encourage use of net fares/consolidators and booking ancillaries, working with the rate desk to increase revenue.
• Staff training – If you deem any member of your team to require training on any aspect, please consult with your Operations Manager and or the Training Team.
• Write off or losses - must be immediately reported to the Operations Manager.  Every effort must be made to keep these to a minimum and appropriate training or action should be implemented to prevent future losses.
• Communication - ensure that a flow of communication and information is maintained throughout the team and across all departments.  Maintain a positive mindset and environment for the team.
• Addressing ADM’s and ACM’s raised via BSP
• Appraisals / 121s in conjunction with the operations managers
• Attending client meetings / visits when required (N/A for ALTOUR24)

Qualifications

KEY REQUIREMENTS

• Previous supervisory or other leadership experience
• Strong Sabre Native and Amadeus are essential, must currently be using Sabre with minimum 2 years’ experience
• Minimum 5 years' Corporate and Entertainment travel experience
• Experience of working with ICs in Entertainment Travel
• Fares & Ticketing Level 1 & 2 (or equivalent experience) essential
• Knowledge of Evolvi and Trainline, hotel and car transfers/car hire
• Knowledge of technology products, including Outlook, Word, Excel and Google Docs.
• Possess good geographical and product knowledge of destinations and airlines.
• Good organisational skills and excellent customer service & communicative abilities are essential.
• Flexible approach and desire to think ‘outside of the box’ to provide innovative travel solutions in times of increased stress for our clients.
• Must have a passion for travel and delivering service excellence!
• Regular and dependable punctuality and attendance are required

PAY & BENEFITS 

• Competitive salary
• Discretionary 5% management bonus plan
• 25 days annual leave plus bank holidays, incrementing with length of service after 5 years 
• Medicash Health Plan
• BUPA Dental Plan
• Life assurance
• Wellbeing and Employee Assistance Programme
• Group income protection cover

Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay.  If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.

This role is eligible for a discretionary bonus program based on the company’s financial goal achievement and individual performance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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