Booking & Quality Assurance Supervisor

Since 1990, Europe Express has been a trusted partner to travel advisors, offering customized European travel at competitive prices for both independent and group travelers. We are passionate about the wonders of Europe and committed to delivering exceptional client experiences. By equipping travel advisors with in-depth destination training and unparalleled resources, we empower them to succeed at every stage of their careers. Come work with us and be part of a team that values collaboration and a passion for crafting memorable holidays.

The **Booking and QA Supervisor** is responsible for overseeing the day-to-day operations of the department, assigning tasks to team members, and ensuring that all responsibilities are completed accurately and on time. The supervisor is also in charge of approving vacation requests and ensuring appropriate plans are in place to cover the workload during employee absences. Additionally, they manage and maintain weekly timekeeping records.

**About The Role**:
This role includes supervising the processing of reservations after conversion, confirming services in close coordination with various suppliers, and supporting other teams, when needed.

The Supervisor is also responsible for providing accurate and up-to-date data to the Operations Manager to support oversight of task completion and ensure processes are being carried out correctly. Working with real-time data is

essential for identifying gaps, improving efficiency, and supporting decision-making across the department.

Beyond operational duties, the Supervisor works closely with staff to improve the structure and efficiency of the department. They are instrumental in training new and existing team members, and are responsible for motivating and coaching the staff to ensure high levels of productivity and customer service.

**What we’ll offer**:

- Competitive salary
- Flexible working hours and a hybrid working model
- Wider scope for learning, working with global teams
- Career progression opportunities

**What you’ll do**:

- Oversee workflow to assist employees in knowing their job responsibilities and delegated duties
- Assists the team members in balancing priorities and managing their workload so team KPIs are consistently achieved
- Train new team members and ensure existing team members are kept informed of changes and new information
- Keep track of employee's schedules, vacation
- Coach employees by giving them constructive feedback, being their primary point of contact
- Gathering and submitting performance reports and reporting to superiors, keeping them informed about staff growth
- Proactively provides feedback to management and work with management to develop solutions to improve processes
- Evaluate and motivate employee performance to achieve short and long term objectives
- Assist the team to adapt to change and overcome resistance
- Ensure team efficiently and accurately processes services confirmations in the system while following all company policies and procedures, maintaining quality standards through regular checks
- Encourage employee engagement while building a positive atmosphere at work, mediating disputes, facilitating communication and promoting resolution among the team.
- Foster teamwork and strategize to manage the team’s workload
- Lead by example. Make decisions with confidence, demonstrating the behavior, attitudes and approaches that you want your team to emulate
- Complete reservations and be independent in every reservation process and complete QA
- Other tasks assigned by Manager or Director

**What you’ll bring**:

- Experience in operations or after sales within travel industry
- Fluent written and spoken English (additional language skills as Italian, French, Spanish, German are an advantage)
- Self-motivated, demonstrating the ability to work independently and as a team player
- Ability to solve conflicts and mediation
- Ability to work effectively in diverse environments, showing adaptability and flexibility
- Ability to foster inclusion
- Excellent communication skills, presenting information and ideas professionally with clarity & confidence, while being open, honest & objective
- Ability to communicate effectively and productively with multiple nationalities
- Experience working in complex back office computer systems
- Well organized and driven to excel in a fast-paced environment
- Ability to demonstrate a consistent high level of attention to detail and accuracy
- Courteous and professional telephone manner
- Proficient in MS Office, including MS Excel, MS Word, Outlook
- Knowledge of Amadeus or other GDS a plus.

**#li-gj1 #li-hybrid**: