Head of Operations – Travel Industry

The Head of Operations leads the Reservations, Customer Service, Crisis Management and Operations Departments (Travel Industry). It is the incumbent’s top priority to achieve set performance targets while providing best-in-class service quality as defined by MPNA. This is a dynamic and fast-paced environment that will suit a strategic thinker with clear technical, vision, and solid networking, managerial, leadership, and communication skills.

Responsibilities:

• Adopt and execute MPNA’s operational business strategy in North America

• Develop all products, programs and services for the Operations Department in alignment with management.

• Report regularly on business performance and provide further analyses and deep dives as requested.

• Maximize the performance and results of the Operations Department on a day-to-day basis.

• Identify areas for improvement and provide appropriate solutions.

• Conduct regular meetings and performance reviews with department heads and take actions if necessary.

• Ensure activities comply with MPNA’S quality standards and that MPNA’s corporate identity, brand exposure, and service levels are maintained at the destination.

• Ensure completion of training for all operations staff.

• Ensure that the destination is in alignment with MPNA’s policies, and procedures

• Ensure that software is being fully utilized in the Operations Department with all staff trained to comply with system’s usage guidelines

• Oversee the Reservation Department’s activities regarding overbookings, client moves, stop sales, etc., and escalate when required.

• Manage Customer Service protocols and ensure client issues and concerns are addressed and solved.

• Administer Crisis Management, ensuring MPNA’s responds and acts promptly and appropriately in cases of emergencies, natural disasters, and other predicaments that affect MPNA’s clients

Required Education and Experience:

• Bachelor’s Degree in Business Administration, Hospitality, Finance, or a related field (Master’s Degree highly preferred)

• Five years of experience in a leadership role at the Director level or above – Travel Industry

• P&L and budget experience for an entire company, a business division or a large department – Travel Industry

• B2B skills and seniority dealing with business partners

• Technology savvy with an understanding of common tourism software (transfer planning, sales, reservations systems) and online transactions

• Ability to effectively interact with internal and external clients.

• Strong verbal and written communication skills

• Mastery of Microsoft products (e.g., Word, Excel, Power Point, etc.)

MPNA provides equal employment opportunities to employees without regard to race, cultural background, skin color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. MPNA complies with applicable laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including hiring, placement, location transfer, promotion, demotion, job reassignment, termination, layoff, recall, leave of absence, compensation, and training. MPNA expressly prohibits any form of unlawful employee harassment based on the abovementioned protected status. Improper interference with MPNA’s employees’ ability to perform their expected job duties is not tolerated.

Job Type: Full-time

Experience:

• Director level: 5 years (Required)
• Travel Industry: 5 years (Preferred)

Education:

• Bachelor’s (Required)

Location:

• Orlando, FL 32832 (Required)

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off
• Parental leave