Travel Coordinator (m/f)

Unforgettable Travel Company is one of the region's leading luxury travel companies, welcoming over 5,000 international guests each year. As we continue to grow, we are expanding our Split operations office and are looking for an experienced Travel Coordinator to join our team. As a Travel Coordinator, you will be an experienced member of our Split-based operations team, handling the daily tasks that ensure our guests enjoy seamless journeys: from processing bookings and confirming hotels, guides and transfers, to preparing travel documents and supporting clients while they travel. Alongside your own operational workload, you will mentor and guide our junior coordinators, share knowledge and best practices, and help management identify process improvements that make our operations run more smoothly. This role suits an experienced travel operations professional with a real interest in travel and hospitality, who wants to grow within an international company and works well in a busy, fast-paced environment. Key Responsibilities: 1. Booking & Reservation Management - Work to a structured calendar of operational tasks, ensuring all deadlines are met. - Process client bookings, mainly from the US, UK, Australian and Canadian markets, accurately in our systems. - Book hotels and ensure all booking details are correctly communicated. - Prepare and finalise client travel documents before departure. - Keep the CRM, reservation system and costing sheets accurate and up to date. 2. Supplier & Ground Services Coordination - Liaise with local guides to arrange and confirm private tours. - Arrange catamaran tickets, national park entrances, transfers and restaurant bookings, ensuring accurate information is sent. - Confirm services with ground suppliers using reports and systems. - Build effective working relationships with hotels, guides and transfer providers. 3. Client Communication & Customer Service - Obtain flight details and other pre-departure information from clients. - Handle customer service requests promptly and accurately. - Ensure every client receives clear, accurate and timely information throughout their journey. 4. Financial Control & Reporting - Maintain costing sheets for control purposes. - Work closely with the finance team to ensure supplier invoices are paid by deadlines. 5. Client Support & Field Operations - Handle emergency phone calls from clients travelling in season, including outside office hours, as part of a scheduled rota. - Greet clients in their respective ports (for example Dubrovnik, Šibenik and Split). - Carry out Dubrovnik check-ins during the summer and meet clients in person in emergencies. - Assist with merchandise preparation in season. 6. Mentoring, Teamwork & Process Improvement - Mentor and guide junior coordinators, sharing knowledge and best practices. - Help management identify and implement process improvements. - Act as an experienced point of reference and support colleagues during busy season peaks. Success in this role will be measured by: - Accurate, timely processing of client bookings and travel documents. - All supplier services (hotels, guides, transfers, tickets and restaurants) confirmed correctly and on time. - CRM, reservation system and costing sheets kept accurate and up to date. - Supplier invoices paid by deadlines, working with the finance team. - Positive client feedback and prompt resolution of customer service requests. - Effective handling of emergency calls and on-the-ground issues during the season. - Positive contribution to the team, particularly during busy season peaks. - Development and growing confidence of junior coordinators. - Process improvements identified and successfully implemented. Working Pattern: - Full-time, year-round office role in Split, Croatia (not remote or home-based). - From May to October, work on Saturdays and/or Sundays and weekly travel to ports (Dubrovnik, Šibenik, Split and similar) for client check-ins, check-outs and assistance. - Participation in the emergency line on a scheduled rota.

Essential: - Experience in travel operations, such as coordinating hotels, guides and transfers for international clients, at a level where you can work independently and support less experienced colleagues. - Knowledge of Croatian and European destinations, including ports, islands and transport links. - Fluent English, written and spoken (C1 level), as our clients are mainly from the US, UK, Australia and Canada. - Confident use of office and collaboration tools (for example Excel, Word, Google Workspace, Slack and Outlook). - Experience handling several priorities and deadlines at the same time. - Experience in customer service and in communicating with clients and suppliers. - Full driving licence (Category B), for weekly travel to ports. Desirable: - Experience in luxury travel or with a destination management company (DMC). - Experience mentoring, training or supporting colleagues. - Experience identifying and implementing operational process improvements. - Experience using CRM and reservation systems. Personal Attributes: - Organised and detail-oriented: Checks every booking, document and confirmation so that it is right. - Calm under pressure: Sets priorities and makes sound decisions when deadlines and requests overlap. - Customer-focused: Delivers knowledgeable, friendly service that makes every guest feel looked after. - Proactive: Takes the initiative and suggests practical solutions. - Problem-solver: Recognises problems, identifies their causes and resolves them, considering different points of view. - Discreet: Handles client and business information carefully and confidentially. - Team player: Readily helps colleagues, especially during busy season peaks. - Supportive mentor: Shares knowledge and helps junior colleagues develop. - Independent: Works productively with minimum supervision. - Interested in destinations: Keeps building knowledge of destinations and our services.