Reservations Manager - Sales & Operations

About UJV

Who Are We?

Planning and managing a 5-star vacation from scratch requires expertise, cleverness, and a genuine passion for detail. That's what UJV is all about. UJV is a service-driven team of experts that work behind the scenes, engineering luxury travel experiences for advisors globally, so they can grow their business and fully satisfy their exclusive clients.

We are the luxury travel advisor’s right hand. How?

• UJV is a team of travel experts that advises and supports luxury travel advisors worldwide. 
• We work behind the scenes as allies of top luxury travel advisors, to offer a 5 Star experience for their clients.
• We offer travel advisors the knowledge and tools needed to grow their business and better serve their exclusive clients.
• We offer an experience-centered service based on passion, expertise, integrity
• and attention to detail.
• We are willing to do the hard work in order to see our clients shine.

Role Overview

The Europe Reservations Manager, Sales & Operations is responsible for driving sales performance, enforcing luxury service standards, and building the operational foundation for a high-performing regional team. This is a hands-on leadership role focused on execution, owning the day-to-day sales activity, itinerary quality, team performance, and operational flow across the region.

We are a sales-first organization. We value strong relationships, but we win by being sharp, decisive, and results-driven. This role is for a high-agency leader who knows how to sell luxury Europe, hold teams accountable, and build structure in a fast-growing environment.

Key Responsibilities

  Sales Leadership & Revenue Performance

• Own regional sales results across Europe, including inquiry management, conversion, and revenue performance.
• Oversee itinerary design to ensure proposals are compelling, accurate, and aligned with luxury and ultra-luxury standards.
• Set clear expectations around response times, follow-up, proposal quality, and closing discipline.
• Actively coach the team on selling complex European itineraries, objection handling, and closing high-value opportunities.
• Maintain a performance-driven sales culture that is direct, accountable, and results-focused.
• Manage the Europe budget ensuring spend on FAMs, training, and resources is impactful and accountable.

  Luxury Service & Product Standards

• Ensure all Europe itineraries, supplier selections, and guest experiences meet luxury and ultra-luxury expectations.
• Hold the team accountable to high service standards across the full client journey, from inquiry through travel.
• Work closely with Product and Advisor Partnerships to ensure the development and refinement of Europe offerings meet our client’s needs. 
• Apply deep destination and partner knowledge to ensure consistency, credibility, and quality in what is sold and delivered.
  
  

  Operational Execution & Workflow Ownership

• Oversee day-to-day operations across sales, concierge, and in-country support teams.
• Own regional workflows, ensuring clean handoffs, clear roles, and consistent execution.
• Identify gaps, inefficiencies, or breakdowns and implement practical improvements.
• Serve as the escalation point for complex client or operational issues, ensuring timely and effective resolution.

  Team Building & Development

• Support hiring, onboarding, and continued training of the Europe team as the region continues to grow.
• Establish clear expectations, routines, and performance standards for team members.
• Provide hands-on coaching and ongoing training to strengthen sales execution, itinerary design, and service delivery.
• Lead by example in pace, ownership, and accountability.

  Collaboration & Build-Phase Ownership

• Partner closely with Advisor Partnership, Product, and Senior Sales leadership to align execution with growth priorities.
• Contribute to the development of regional processes, procedures, and expectations as the Europe division scales.
• Operate effectively in a build-phase, startup-style environment where leaders are expected to take initiative and get ideas turned into action.

Experience & Background

• 5+ years of experience in the luxury Europe travel space, with direct experience working at or alongside top-tier Tour Operators and DMCs.
• Extensive background in selling luxury to ultra-luxury Europe travel, including complex, multi-country itineraries.
• Prior experience leading sales and operations teams, with clear accountability for performance and results.
• Proven ability to communicate clearly and decisively in high-stakes client and internal situations, including UHNW-level interactions.
• Demonstrated success managing remote, globally distributed teams while maintaining performance, accountability, and consistency.
• Comfort operating in fast-paced, build-phase environments with ambiguity and high ownership.

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