Travel Operations Coordinator

Reports to: Manager, Travel Operations

Role Description

The Travel Operations Coordinator’s (TOC) primary function is to partner with Travel Program Managers (TPM) to create, plan, and deliver extraordinary incentive travel experiences with an emphasis on creativity, high quality standards, and profit maximization. The TOC must ensure that all procedural aspects of program planning occur at the highest possible levels of efficiency, specifically regarding participant data management, reporting, and guest relations. 

Major Responsibilities (Pre-Registration): 

• Build, maintain, and deploy custom registration sites and mobile applications for assigned travel programs. Additional sites may be required per program (W-9, Transfer, Decline, etc.). 
• Schedule and participate in travel program milestone and air department turnover meetings, ensuring team members understand expectations, responsibilities, and deadlines.  
• Collaborate with the Marketing & Communications (Marcom) department to provide copywriting for program-related materials, including but not limited to registration pages, program of events, activities, and letters. 
• Communicate with contracted Trip Directors (TD) to coordinate staff air bookings. Assist in booking VIP flights as needed.  
• Track and coordinate all shipping for assigned travel programs, including communication and partnership with customs broker for international events.  
• Work with TPMs to identify onsite office supply needs and coordinate fulfillment of supplies to the program destination.  
• Aid in creation and maintenance of travel program agendas for onsite staff use.  

Major Responsibilities (Registration):

• Provide exceptional customer service to all program guests and clients by responding daily to incoming calls and emails across both personal and shared lines. 
• Oversee the maintenance of participant data records, verifying quality and identifying discrepancies to ensure accuracy.
• Supervise accurate participant data transmission between Stova (NXL’s registration platform) and Group Travel Partners (GTP) (NXL’s air partner) via API (Application Programming Interface) connection.
• Create and send invitations, reminders, and other pertinent program related emails to invitees and registrants.
• Create and schedule push notifications for program mobile apps. 
• Oversee online waiver process, ensuring connection to registration site is functional and all waivers are complete prior to program commencement.
• Manage extended stay hotel requests through collaboration with hotel contacts and program participants.
• Assist in monitoring flight booking status during program registration period.

Major Responsibilities (Post-Registration & Reporting):

• Create and maintain program reporting, including registration statuses, rooming lists, arrival/departure manifests, and excursion reports, among others. Collaborate with various Hotel and DMC (Destination Management Company) partners to maintain accuracy by consistently accounting for updates and changes, reflecting across all sites and reports, until program execution.
• Create and cross check varied attendee lists to aid the Marcom team in delivery of on-time assets for program-related materials, including name badges, guest lists, and mailing lists, among others.
• Identify needs based on flight times to schedule GTP after-hours coverage during program operation.

Major Responsibilities (Post-Program):

• Oversee and process air reimbursements for guests who book their own flights, if applicable. 
• Create post-program surveys for assigned travel programs, inclusive of response analysis.  
• Assist with additional ad hoc requests, as needed (sourcing/proposals, air studies, site inspections, etc.).

Required Skills, Knowledge and Intangibles

• Minimum of three years meetings and/or incentive industry experience. Skill in data management preferred. 
• Four-year college degree. 
• Strong knowledge of MS Office Suite, especially Excel. Knowledge of Aventri/Stova preferred.  
• Thorough understanding of the importance of excellent customer service. 
• Comfortable answering multiple customer calls per day.  
• Acute attention to detail. 
• Exhibit independent thinking, curiosity, and adaptability in style. 
• Desire to take every opportunity to learn/coach/train. 
• Excellent oral and written communication skills. 
• Self-motivated, well organized collaborative workstyle with a sense of urgency and strong appetite for quality results. 
• Ability to balance quality and capacity goals to deliver as promised. 
• Unyielding integrity and commitment.

Performance Measurements

• Exhibit consistent, proactive thinking and operational leadership by contributing to the impeccable delivery of assigned travel programs. 
• Ensure the accuracy of information and on-time delivery of tasks, using ClickUp task manager, or other tools as assigned.  
• Achieve extremely high satisfaction levels and develop strong client relationships rooted in trust. 
• Actively participate in initiating and implementing innovative procedures to streamline and improve processes in the travel department.  
• Demonstrate a sense of ownership across all programs, whether assigned or not, and a willingness to actively support teammates without regard for title in the pursuit of flawless program delivery.  
• Maintain values of Next Level “CARES” (Collaboration, Accountability, Respect, Ethical Behavior, Service). 

Travel Requirements: Travel is not required for this position, however onsite opportunities may be available, depending on the candidate’s interest and willingness to travel.

Direct Reports

• N/A

This is a hybrid position. Team members who live within a reasonable commuting distance of our New Brunswick, NJ headquarters are expected to work onsite once per month. For all others, this is a remote role. Additionally, all team members gather at our headquarters twice per year for company-wide events. 

Salary Range

• $50,000-$59,000 plus benefits
• This position is “exempt” and therefore not subject to paid overtime.