Operations Manager
I keep the programme running clearly and consistently, so clients and travellers can rely on it day to day. I focus on how everything performs behind the scenes, making sure people, processes and suppliers stay aligned. When something starts to drift, I step in early so it stays on track.
What do you actually look after day to day?
I look after how the programme runs day to day. That means keeping everything connected, from internal teams to suppliers and systems, so it all works as one. If something isn’t lining up properly, I deal with it early before it turns into a bigger issue.
How do you approach problems when something doesn’t feel right?
I tend to spot issues early, usually before they’ve had a chance to surface. Fares are often the first sign. If something doesn’t look right there, it normally leads to bigger problems if left alone. From there, it’s about making clear decisions quickly and keeping both the team and the client informed so nothing drifts.
What has experience taught you about handling pressure?
After 15+ years in travel, you learn that most situations can be handled if you stay calm and think it through. It’s not just about reacting quickly. It’s about reacting properly. If you keep a clear head, you’ll usually get to a better outcome.
What’s happening behind the scenes that clients don’t see?
A lot of the work happens before anyone notices it. Fixing booking errors. Catching fare issues. Dealing with supplier system glitches. If it’s done right, the client never sees the problem in the first place.
What do people rely on you for?
Keeping things consistent when there are a lot of moving parts. Making sure decisions are made properly and issues are handled early, so the programme keeps running as it should.
