Travel Desk & After-Hours Team Manager

Natural Habitat Adventures (Nat Hab), a nature-focused global adventure travel company based in Boulder, CO, is seeking a Travel Desk & After-Hours Team Manager to join the Air Team. This role is responsible for overseeing daily operations and ensuring seamless airline ticketing and logistics for guests and staff while delivering exceptional customer service. This is a full-time, exempt position.

This position allows for hybrid work for local hires or fully remote work may be approved only in the following states: AK, FL, OR, WA, NY, UT, GA, VA, NC & TX. The successful candidate must align well with our company’s culture and values, possess exceptional organizational and communication skills, and enjoy working in a collaborative and mission-driven environment. Join our passionate team of adventure travel professionals and make a tangible impact on our mission to connect people with nature and inspire conservation through travel.

RESPONSIBILITIES

Team Leadership & Operations

• Supervise and support the Air Team, ensuring high performance, professional development, and adherence to company policies.
• Oversee daily operations to ensure efficiency, accuracy, and timely execution of all travel arrangements.
• Provide training and ongoing coaching on airline policies, booking systems, and customer service best practices.
• Monitor workload distribution, adjust resources as needed, and manage incoming flight requests to optimize department efficiency.
• Track and approve time-off requests while managing the team’s schedule and vacation calendar.

Airline Ticketing & Travel Coordination

• Design flight itineraries for all inbound air requests from guests, staff, and guides, prioritizing the best options based on route and cost.
• Manage all airline reservations, assisting guests and staff with schedule changes, cancellations, seat selections, and upgrades.
• Process international and domestic ticketing using a GDS platform.
• Handle voluntary and involuntary exchanges and refunds, ensuring compliance with airline policies.
• Maintain knowledge of airline commission contracts and optimize their use for cost savings.
• Send final flight confirmations to guests utilizing the Travel Desk.
• Reserve additional hotel nights and transfers as needed.

Customer Support & After-Hours Assistance

• Assist ticketed guests with advanced seating purchases when applicable.
• Provide support during emergencies, including flight cancellations, delays, and missed connections, both during and after regular work hours when needed.
• Manage the after-hours team, ensuring prompt response to urgent travel issues.
• Resolve guest complaints and travel-related conflicts professionally and efficiently.

Financial & Reporting Responsibilities

• Perform weekly and monthly reporting of air sales and commissions.
• Approve invoices from independent contractors and request payments as necessary.

Employee Engagement & Performance Management

• Conduct monthly check-ins and yearly performance assessments for all department employees.
• Ensure continuous improvement in team performance through regular feedback and goal setting.

COMPENSATION

Starting salary range: $85,000-$95,000 plus annual bonus. Compensation commensurate with experience. (Per Colorado’s Equal Pay for Equal Work Act, employers must include compensation ranges in job postings). This is a full-time, exempt position.

This position offers a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k)-retirement plan, generous paid time off, and paid holidays. Additional perks include annual opportunities for paid travel on Nat Hab’s worldwide nature adventures, complimentary stays at the company’s leased house in the Colorado mountains, and access to The Nest, our local property, just ten minutes from the office. We also offer significant discounts on travel experiences with partner companies, and “pro deal” discounts on outdoor clothing/gear. The Louisville, Colorado office near Boulder is surrounded by paved paths and natural trails with panoramic views of the foothills and Rocky Mountains. The office campus features an on-site fitness facility and café serving daily breakfast and lunch, including a full-service espresso bar with locally roasted coffee.

All benefits are subject to change.

LOCATION AND TRAVEL

This position offers the option of working remotely or in the Louisville, Colorado office.

• For Local Candidates (within a one-hour drive of our Louisville, CO office): Attendance in the office is required at least two days per week.
• For Remote Candidates: You will need to travel to Colorado at least twice a year for in-person meetings, company events, and job-specific tasks.

This location and travel policy is subject to change at the company’s discretion.

WORKING HOURS

Our standard company hours are Monday through Friday, 8:00 AM to 5:00 PM MT. On Saturdays, we are open from 8:00 AM to 3:00 PM for select members of our guest-facing teams. This role will be expected to be available for after-hours support as needed. Additional hours may be required as needed to meet your goals and support business needs.

DIVERSITY AND INCLUSION STATEMENT  

Natural Habitat Adventures encourages and supports diversity in adventure travel, and we invite employees from all walks of life to journey with us. Even if you don’t have experience in the travel sector, we invite you to show us how you can help Nat Hab become an even stronger company. 

DISCLAIMER STATEMENT  

This job description is intended only to describe the general nature and level of work being performed by an incumbent in this position. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills or abilities required of persons so classified or assigned.