Reservations Specialist - Travel

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Glasgow office / hybrid - must come to Glasgow office 3x per week

Are you an adventure-loving Operations specialist with an appreciation for the outdoors and active travel? If so, this role could be a fantastic way to fulfill your passion and progress your career in active, adventure travel!

Our Operations team are an integral part of our business, responsible for reserving all aspects of the customer’s trip after the sales team have found them their ideal itinerary.

You will be reporting to either Caroline Black, Sarah Smith, Mathilda Vissoud or Shona Mourez. This is a fantastic opportunity to join an ambitious, fast-growing international business and progress your career in travel. This operations role is key to driving the Macs brand values, helping us reach our targets, developing customer loyalty, and delivering memorable adventures for our customers!

We’re an adventure tour operator on a mission to be the leading global brand in self-guided, active travel.

Welcoming over 30,000 customers on over 600 walking and cycling trips to destinations around the world, we employ over 175 people across the UK, US and Germany who share our purpose to lead, advocate & enable self-guided, active travel as a positive force for people and planet.

In November 2024, we proudly achieved B Corp certification, marking a significant milestone in our journey toward sustainable, values-driven growth.

We’re an adventurous business with an ambitious vision. Our aim is to double the size of the business by 2027.

Our culture reflects these ambitions. We’re a fast-paced organisation and we like to have fun along the way. We’re looking for people who can grow with Macs and join us on our journey. It’s not the easy route, we’re looking for people who enjoy challenges, love learning and want to make an impact and relate to our core values;

• Love the journey: A Macs trip is all about the journey, not the destination. We are all believers in Macs’ unique brand of self-guided, active travel and shout about it. As more travellers convert to the Macs Way, we accept our business will grow and change. We welcome new connections, and embrace to new opportunities. Carpe diem!
• Take a different path
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  We’re not different for different’s sake; but we won’t succeed if we’re just the same as everyone else. We devise creative solutions to problems, find new ways of doing things, and trust colleagues who are doing so too. We are brave and feel empowered to take the initiative. We ask ourselves: is what I’m doing authentically Macs?
• Tread thoughtfully: We are considerate, empathetic and try to put ourselves in our customers’, suppliers’ and each other’s shoes. We support local, and find ways of having less negative impact on the planet. We find ways of having positive impact on people and communities. We are fair, and we do the right thing.
• Go the extra mile: We know that creating a perfect Macs Moment involves going that bit further. We imagine the best feedback we can get and set out to earn it. We take ownership and accountability – it’s yours, not someone else’s, problem. We step up and help our team mates when they need us.

• Ensure that every aspect of the booking process is perfectly arranged so that our customers have an unforgettable experience throughout their journey with Macs Adventure.
• You own the provisional to confirmed stage and are a specialist in your squad destinations.
• Know your tours and be a real specialist in that area. Work closely with our product department to improve the trips & customer experience.
• Find solutions for bookings where original requests are not possible and ensure suitable alternatives.
• Adapt and react quickly to ever changing situations relating to operations such as accommodation closures, disruptions to travel schedules, etc.
• Maintain positive working relationships with our suppliers. Manage supplier information in our back office ensuring it is accurate and relevant.
• Ensure supplier costs are loaded at time of confirmation allowing accurate payments. Supporting smooth workflow between…