Job Description

About the Role

The Operations Quality & Booking Coordinator plays a key role in ensuring seamless communication between vendors, operations teams, and customer-facing departments. This role is responsible for monitoring booking journeys, auditing service delivery, and ensuring all offerings are consistent with agreed terms and quality standards. Acting as a gatekeeper between vendors and the sales/CX teams, the coordinator ensures accurate, timely, and reliable service fulfillment across all channels.

About the Responsibility

Booking oversight & coordination

• Serve as the main point of contact for operations teams regarding booking levels and service delivery
• Monitor booking flow and availability of SIC tours, Private tours, Core Itineraries across vendors and systems
• Track and resolve booking-related issues, working cross-functionally to maintain a smooth experience

Service quality assurance

• Audit booking journeys and review the service quality delivered by each operations team
• Ensure services are delivered according to agreements, including:
  - Pricing accuracy
  - Availability and cut-off times
  - Content and service inclusions
  - Cancellation terms and flexibility
  Vendor-sales/cx gatekeeping
• Act as a liaison between vendors and internal teams (sales, customer experience)
• Ensure vendor-provided information is accurate, up to date, and aligned with customer expectations
• Prevent miscommunication or service mismatches between what’s sold and what’s delivered
• Other projects or assignments within the operations-related scope

SKILLS AND ATTRIBUTES

• Booking Coordination & Systems Knowledge
• Operational Oversight
• Quality Assurance & Auditing
• Data Analysis & Problem Solving
• Cross-Functional Communication
• Customer-Focused Mindset
• Proactive and “can-do” attitude
• Calm under pressure and capable of handling time-sensitive issues
• Reliable and accountable, with a high standard of work integrity

About You:

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Experience managing and monitoring booking processes across multiple systems or platforms (e.g., SIC tours, private tours, itineraries.
• Strong understanding of service delivery workflows, vendor coordination, and issue resolution.
• Ability to audit booking journeys and ensure accuracy in pricing, availability, service inclusions, and terms.
• Proficient in analyzing customer feedback, identifying trends, and implementing service improvements based on actionable insights.
• Comfortable working with multiple departments (Sales, CX, Vendors) to ensure aligned service standards and prevent delivery gaps.
• High level of accuracy in checking booking content, service terms, and vendor information.
• Capable of managing small-scale operational projects or ad-hoc assignments independently and efficiently.

What You Will Enjoy

🎉 Culture: Join Discova and Flight Centre Travel Group—certified Great Place to Work® across multiple regions with a team culture like no other in the travel industry

🌏 Travel Discounts: Exclusive rates for you, family and friends on flights, hotels, tours, cruises, travel insurance and more

💎 Career Growth: Real opportunities across a global network of brands—we promote from within and invest in your development

🔧 Learning & Development: Access to LinkedIn Learning with 24,500+ courses; individualized development pathways

🎊 Recognition: Famous FCTG culture at Reward & Recognition events including Global Gathering and EOFY celebrations

👐🏽 Inclusive Workplace: We're an Equal Opportunity Employer welcoming diversity across race, ethnicity, religion, gender identity, sexual orientation, disability, and age

🙏🏼 Give Back: Corporate Social Responsibility program; paid parental and volunteer leave

💚 Sustainability: We're committed to protecting the environment essential to tourism's future

About Discova

As a DMC with 95% local staff, we pride ourselves on being a diverse and inclusive workplace where our people can thrive as their most authentic selves. These values are intrinsic to Discova’s DNA as a company, and we are committed to being an equitable workplace for all our employees regardless of gender identity, ethnicity, disability or sexual orientation. We welcome you to our family as you are and who you are.

To learn more about Discova and our work perks click: https://bit.ly/4hEd88H

Get in touch now and Discova a world of possibilities!

#LI-MP1#DSVA#LI-Onsite