AddressAbout Us
Nauru Airlines, the national carrier of the Republic of Nauru, provides passenger and freight services across the Central Pacific. Our fleet includes 7 B 737 aircraft, operating out of our hubs in Brisbane and Nauru, with the operational head office located in Brisbane’s CBD.
About the Role:
We are seeking a dynamic and experienced Travel Agency Manager to lead and manage Our Travel, the Travel Agency arm of Nauru Airlines. This role requires strategic direction, operational excellence, and a passion for delivering top-tier service to our customers. You will oversee the agency's operations.
Key Responsibilities:
- Overseeing the daily operations of the agency, ensuring that it runs smoothly and efficiently.
- Managing staff schedules, maintaining office equipment, and ensuring compliance with travel industry regulations.
- Assisting Our Travel Team with day to day duties where required.
- Safeguard movements and details of VIPs and dignitaries, ensuring confidentiality and security.
- Leverage technology to improve the efficiency and service delivery of the Travel Agency, which might include using travel management software and employing effective data management practices.
- Manage overall operations, ensuring top-tier service delivery align with customer expectations.
- Liaise with and oversee 3rd party social marketing providers on social media campaigns for Our Travel.
- Attending industry educational and networking events.
- Training and manage ongoing learning and development of team.
- Developing strategies to increase sales and market the travel products and services offered by the agency.
- Engage with customers and curate the onboard experience.
- Manage the budget and financial operations of Our Travel, identifying cost-saving and revenue generating opportunities.
- Oversee the provision of crew accommodation and transportation.
- Negotiate and implement corporate contracts with hotels and airlines.
- Scout for new business opportunities to expand service offerings.
- Comply with the company's Safety Management System (SMS) and Security Management System (SeMS).
Key Selection Criteria:
- Demonstrated excellence in communication across all levels.
- Commitment to ethical practices, professionalism, and continuous improvement.
- Ability to lead and strategically direct operations, marketing, and content strategies.
- Experience in developing and overseeing social marketing strategies and managing brand consistency.
- Proven ability to integrate customer relationship management with commercial objectives.
- Leadership in managing direct and indirect reports within the Customer Experience department.
- Significant experience in customer experience management within the travel, hospitality, or aviation industries.
- Current unrestricted Passport and driver's licence (with the ability to obtain an ASIC).
- Immunisations as required by Nauru Airlines and relevant authorities.
Additional Requirements:
- Ability to contribute to the overall success of the airline by fostering long-term relationships with stakeholders.
- Respond to out-of-hours contact for urgent business needs.
- Maintain flexibility to adapt to reasonable changes as directed by management.
- Comply with all applicable regulations, company policies, and procedures.
Our Mission, Vision, and Values:
At Nauru Airlines, we strive to be the pride of Nauru, connecting our people to the global community through dedicated and innovative employees determined to exceed customer expectations in service standards and safety. Our values of reliability, integrity, respect, and safety are embedded in everything we do.
If you are passionate about aviation safety and possess the skills and desire to succeed in this role, we want to hear from you. Nauru Airlines is committed to providing a safe and supportive workplace environment, offering a competitive salary and benefits package.
To apply, please submit your resume and cover letter outlining your qualifications and experience related to this position. We thank all applicants for their interest, but only those selected for an interview will be contacted.
This role may be exposed to the following Psychosocial Hazards (complete Psychosocial Hazard Policy available on commencement):
- Dealing with a high volume of customer inquiries and demands to meet sales targets.
- Managing conflicts or disputes between customers and service providers.
- Peak travel seasons and time zone differences with international clients can lead to irregular working hours.
