Job Title: Senior Account Manager / Itinerary Planner
Department: Travel Operations
Location: River House, Blackpool Retail Park, Cork
Reports to: Operations Manager / C.O.O
Employment Type: Full time
Company Overview –
Joe O’Reilly Ireland is Irelands oldest and most experienced tour operator with partners worldwide. We pride ourselves on delivering industry leading customer service when delivering our tours of Ireland. We cater for Leisure, Active Retired, LUX F.I.T, M.I.C.E, Golf, Rugby, Pilgrimage and bespoke group tours of Ireland.
Job Overview:
The Senior Account / Itinerary Planner is responsible for managing and developing bespoke travel itineraries and maintaining key client accounts. This role involves working closely with clients, suppliers, and internal teams to deliver high-quality, tailor-made travel experiences. The Senior Account / Itinerary Planner must have extensive knowledge of Ireland Travel destinations, strong client management skills, and the ability to manage complex itineraries from start to finish. The role also includes maintaining and growing long-term relationships with clients, identifying new business opportunities, and ensuring the highest standard of service delivery. The ideal candidate will have experience in luxury travel, excellent communication skills, and a passion for curating unique travel experiences.
Key Responsibilities:
1. Itinerary Planning & Travel Design
· Design and create detailed, bespoke travel itineraries tailored to the specific needs and preferences of individual clients or groups.
· Conduct thorough research on destinations, accommodations, activities, and transportation options to offer the best experiences within the client’s budget and expectations.
· Coordinate with travel suppliers, including hotels, transportation companies, and local guides, to arrange seamless travel experiences.
· Stay up to date on new travel trends, experiences, and destinations to recommend unique and innovative travel options.
· Anticipate and resolve any issues related to bookings, such as schedule changes, cancellations, or client-specific needs, ensuring a smooth and stress-free travel experience.
· Ensure all aspects of the Itineraries are entered onto our internal business platform ( Tourplan).
2. Client Account Management
· Serve as the primary point of contact for assigned key accounts, building and maintaining strong relationships with clients to ensure repeat business and long-term loyalty.
· Engage in regular communication with clients to understand their travel preferences, upcoming plans, and past experiences, providing personalised recommendations based on this information.
· Manage client expectations by providing detailed and timely updates on itinerary progress, changes, and confirmations.
· Ensure that all client profiles, preferences, and previous feedback are maintained accurately within the company system to tailor future travel experiences.
· Proactively identify opportunities for additional services or itinerary enhancements to add value and exceed client expectations.
3. Supplier & Partner Relationship Management
· Build and maintain strong relationships with travel suppliers, including luxury hotels, boutique properties, Restaurants, coach companies and guides
· Negotiate competitive rates and secure exclusive offers, upgrades, or perks for clients, ensuring the best possible value and experience.
· Monitor supplier performance and ensure that the quality of services provided aligns with company and client standards.
· Collaborate with suppliers on customised or exclusive offerings, such as behind-the-scenes tours, VIP access, and other unique experiences that add value to the client’s itinerary.
4. Sales & Business Development
· Work closely with the sales and marketing teams to identify new business opportunities and develop strategies to expand the client base.
· Participate in client pitches, presentations, and networking events to promote the company’s services and secure new accounts.
· Assist in developing marketing materials, brochures, and website content that highlight unique itinerary planning capabilities and showcase success stories.
· Continuously evaluate market trends and competitor offerings, identifying potential gaps and opportunities to differentiate the company’s services.
· Monitor account performance, provide regular reporting to senior management, and suggest strategies for improving sales and client satisfaction.
5. Financial Management & Budgeting
· Prepare and manage client budgets for each itinerary, ensuring all components align with the agreed financial limits while maintaining the highest quality of service.
· Provide transparent cost breakdowns for clients, explaining the value of each component of the trip, including accommodation, transportation, tours, and additional services.
· Track expenses and revenue for each account, ensuring profitability and adherence to financial targets.
· Work with the finance team to ensure timely invoicing and payment collection from clients and suppliers.
6. Team Collaboration & Leadership
· Collaborate with internal teams, including customer service, operations, and marketing, to ensure the successful delivery of itineraries and client satisfaction.
· Provide guidance and support to junior account managers or itinerary planners, helping them grow their skills and develop high-quality itineraries.
· Lead internal meetings to discuss client updates, upcoming itineraries, and any challenges faced by the team.
· Offer feedback and share best practices with colleagues to improve overall team performance and maintain consistency in service delivery.
7. Problem Solving & Issue Resolution
· Act as the primary escalation point for any client issues or unexpected changes that may arise before or during travel, such as cancellations, delays, or dissatisfaction with services.
· Develop contingency plans for clients to address potential disruptions, such as travel restrictions, natural disasters, or health concerns.
· Proactively identify potential challenges in an itinerary and take steps to mitigate them before they affect the client’s experience.
· Work closely with suppliers and partners to resolve any issues efficiently, maintaining client satisfaction while managing costs and logistics.
8. Reporting & Analytics
· Track and report on the success of itineraries and client satisfaction levels, using data to identify areas for improvement and refinement.
· Ensuring all data is uploaded to Tourplan, our tour planning platform
· Provide senior management with detailed reports on account performance, revenue, and profitability, as well as client retention and feedback.
· Use feedback and performance data to continuously improve processes, streamline itinerary development, and enhance client communication.
Key Competencies:
· Client Relationship Management
· Luxury Itinerary Planning
· Problem Solving and Adaptability
· Financial Acumen and Budgeting
· Team Leadership and Collaboration
· Strong Negotiation and Communication
· Attention to Detail and Organisation
· Creativity and Innovation
· Knowledge of Tourplan preferrable but not essential.
Job Type: Full-time
Pay: From €45,000.00 per year
Additional pay:

• Performance bonus

Benefits:

• Additional leave
• Bike to work scheme
• Company events
• Employee discount
• On-site parking

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Cork, County Cork: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Salary Expectation?
• Where have you had experience in Itinerary planning?

Experience:

• Account management: 2 years (preferred)
• Tourism industry: 2 years (preferred)

Licence/Certification:

• Full Irish Drivers Licence (preferred)

Work authorisation:

• Ireland (required)

Location:

• Cork, County Cork (preferred)

Work Location: In person