Job Summary
The Holiday Supervisor is responsible for leading the planning, development, and delivery of customised holiday and travel packages tailored to client requirements. This role oversees end-to-end holiday operations, ensuring exceptional customer experiences, operational efficiency, and service excellence. The Holiday Supervisor drives continuous improvement initiatives, supports revenue growth through innovative travel solutions, and ensures the delivery of high-quality holiday products while maintaining compliance with travel regulations and industry standards.
Key Responsibilities
Holiday Operations & Customer Experience
- Supervise and guide the Holidays Coordinator in delivering outstanding customer service and travel experiences.
- Provide leadership and support on all aspects of holiday planning, package creation, and travel arrangements.
- Analyse client requirements and recommend customised holiday packages tailored to their preferences, budget, and travel objectives.
- Manage end-to-end travel arrangements, including flights, accommodation, transportation, tours, excursions, travel insurance, and visa-related services.
- Serve as the primary escalation point for customer concerns, ensuring prompt resolution of complaints and service issues.
- Monitor customer feedback and implement improvements to enhance customer satisfaction and loyalty.
Travel Planning & Package Development
- Design, develop, and promote attractive holiday packages and travel itineraries.
- Research destinations, travel trends, pricing, weather conditions, visa requirements, cultural considerations, and customer reviews to create competitive travel offerings.
- Liaise with airlines, hotels, tour operators, and travel partners to secure the best rates and travel solutions.
- Prepare promotional materials and sales initiatives to effectively market holiday packages and maximise revenue opportunities.
- Ensure all travel services are accurately booked and confirmed in accordance with customer requirements and company procedures.
Reservations & Compliance
- Oversee reservation management, including standard and interline bookings.
- Ensure compliance with airline policies, travel regulations, visa requirements, and travel insurance procedures.
- Maintain accurate travel documentation and provide customers with comprehensive travel information, including itineraries, guides, maps, and destination-specific materials.
- Monitor operational processes and identify opportunities for efficiency improvements and cost optimisation.
Knowledge, Skills & Competencies
Technical Knowledge
- Strong knowledge of travel planning, holiday package creation, and destination management.
- Proficiency in Computer Reservation Systems (CRS), Global Distribution Systems (GDS), and e-travel platforms.
- Sound understanding of airline rules, fare structures, ticketing procedures, travel insurance, and visa requirements.
- Advanced proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
- Working knowledge of ERP systems, with SAP experience preferred.
Core Competencies
- Leadership & Team Management
- Customer Service Excellence
- Travel Package Development
- Reservation Management
- Problem Solving & Decision Making
- Negotiation & Relationship Management
- Resilience & Agility
- Quality Orientation
- AI Fluency
Education
- Bachelor's Degree in Tourism, Hospitality Management, Business Administration, or a related field.
- Professional certifications in Travel & Tourism, Hospitality, or related disciplines are advantageous.
Experience
- Minimum 5 years of experience in the travel, tourism, or hospitality industry.
- At least 3 years of relevant experience in holiday package development, travel operations, or reservations management.
- GCC experience is preferred.
- Proven experience in customer relationship management, travel planning, and team supervision
