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 offer the most comprehensive and personalized booking experience in the luxury travel space.
- We build and maintain meaningful relationships with our clients for long-term, mutually beneficial business.
- We work behind the scenes as partners of top luxury travel advisors to offer a 5-star experience for their clients.
- We provide advisors with the knowledge and tools they need to grow their business and better serve their exclusive clientele.
- We’re known for our passion, expertise, integrity, and meticulous attention to detail.
- And we’re willing to do the hard work to help our clients shine.
Role Mission
The Head of Core Reservations leads and scales our largest, fastest-paced division, focused on resort-driven luxury travel across Mexico, the Caribbean, and regions outside of Africa and Europe, including Hawaii, the Maldives, French Polynesia, and more. This role requires someone who thrives in high-volume environments, drives sales through relationship-based service, and ensures consistent, high-touch support. Overseeing both Reservation Advisors and Concierge team members, this leader will uphold service standards, streamline operations, and support long-term client success.
Prior experience in a Destination Management Company (DMC) and/or business-to-business (B2B) luxury travel environment is required, with a strong focus on luxury resort products and advisor relationships.
Who Are We?
Planning and managing a 5-star vacation from scratch requires expertise, ingenuity, and a genuine passion for detail. That’s what UJV is all about. UJV is a service-driven team of experts that works 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 offer the most comprehensive and personalized booking experience in the luxury travel space.
- We build and maintain meaningful relationships with our clients for long-term, mutually beneficial business.
- We work behind the scenes as partners of top luxury travel advisors to offer a 5-star experience for their clients.
- We provide advisors with the knowledge and tools they need to grow their business and better serve their exclusive clientele.
- We’re known for our passion, expertise, integrity, and meticulous attention to detail.
- And we’re willing to do the hard work to help our clients shine.
You Will
Leadership & Strategy
- Lead and manage the Core Reservations and Concierge teams, driving performance, sales, and high-touch service at scale.
- Foster a fast-paced, sales-focused culture while ensuring client relationships remain at the heart of every interaction.
- Work closely with the Training Manager to onboard, train, and develop both new and experienced team members.
- Use data and performance metrics to guide individual growth, team development, business strategy, and client engagement.
- Collaborate cross-functionally with Product, Business Development, Marketing, and Operations to align goals and drive department success.
Team Development & Execution
- Oversee a large, multi-role team with varied levels of experience, ensuring clarity in expectations and strong team structure.
- Set clear goals, provide ongoing coaching, and deliver strategic direction through real-time feedback, performance data, and regular reviews.
- Cultivate a team culture of ownership, accountability, and camaraderie.
- Support complex sales and service situations, guiding the team through escalations and opportunities to create “wow” moments.
- Ensure a smooth end-to-end booking experience by partnering effectively with Advisor Support and Ops.
Process, Growth & Expansion
- Identify and implement scalable improvements to systems, workflows, and client deliverables.
- Advocate for Core needs in company-wide strategy conversations and contribute to the development of emerging regions.
- Drive consistency and efficiency across the department through structured communication and collaboration with other teams.
You Are
- Experienced in selling and operating luxury travel in Mexico, the Caribbean, and other resort destinations, with deep knowledge of luxury hotel products and advisor needs.
- 5-7+ years of proven leadership in a DMC and/or B2B luxury travel setting, experienced in high-volume operations and service.
- Skilled at navigating complex team dynamics with emotional intelligence, patience, and a steady hand. You know how to work with strong, sales-oriented personalities and bring out their best.
- Data-savvy and performance-minded, yet grounded in long-term relationship building.
- A natural coach with a talent for motivating high-performers and developing rising stars.
- Intuitive, self-sufficient, and hands-on—you solve problems in real time and aren’t afraid to roll up your sleeves.
- Respected for your communication skills, resourcefulness, and ability to maintain high standards even in high-pressure situations.
- Comfortable operating in a flat structure and engaging directly with company leadership.
- Experienced in navigating complex operational and service issues with hotel partners, DMCs, and high-end travel advisors.