Operations Executive (Airport Transfers)

Company Description Rehlat, founded in 2012, is a global travel booking platform dedicated to making travel planning effortless and hassle-free. The company focuses on being a trusted, comforting travel partner that understands individual traveler needs and delivers a seamless booking experience. Rehlat fosters a collaborative, growth-oriented environment with flexible working hours, supportive leadership, and multicultural teams. Team members benefit from ample learning and development opportunities in a setting that values passion, entrepreneurship, and innovation. The company continues to expand its services and invites professionals who share a love for travel to join its journey.

*Role purpose*

Own the live execution of airport transfer bookings from the moment they arrive, through to completed, reconciled trips.

You are the person who makes sure every booking is valid, assigned, confirmed, monitored and closed cleanly during your shift.

*Key responsibilities (Required Skills)*

•Validate incoming bookings - route, timing, flight details, passenger count, product type - and flag or fix anomalies.

•Assign each booking to the right supplier in the correct market at the agreed rate.

•Confirm driver and vehicle allocation.

•Manage the exchange of pickup, contact and vehicle details between traveler, driver and partner.

•Monitor trips in real time during your shift; manage delays, flight changes and live communication.

•Handle no-shows and incidents per playbook; resolve or escalate within SLA.

•Manage first-line customer complaints and service recovery.

•Track SLA and operational KPIs and keep the operations dashboard accurate.

*What we're looking for*

•0-2 years in operations, dispatch, logistics, travel or ground transport, or a coordination-heavy role.

•Excellent booking validation and attention to detail, particularly with flight details, pickup times, passenger counts, routes, and vehicle types.

•Strong problem-solving and decision-making skills, especially under time pressure.

•Ability to handle customer complaints and service recovery professionally while protecting service quality and company interests.

•Strong communication skills with customers, drivers, suppliers, and B2B partners.

•Strong Excel / Google Sheets skills and ability to maintain accurate operational records and dashboards

•High level of organizational skills, with the ability to prioritize urgent trips and manage a high volume of bookings.

•Strong written and verbal English communication skills.

•Comfortable with dashboards, booking systems and basic data.

•Strong experience/knowledge in airport transfers, transportation, travel operations, or similar live operational environments is a plus.

•      Thrives in an entrepreneurial, fast-moving environment - happy to wear many hats, take ownership beyond a fixed job description. A self-starter who enjoys building processes from scratch and is excited to grow with a scaling business.

*Key Personal Attributes*

•Highly detail-oriented and accuracy-driven.

•Calm and decisive under pressure.

•Proactive rather than reactive.

•Strong sense of ownership and accountability.

•Fast learner and comfortable with new systems and technology.

•Customer-focused while maintaining operational and commercial discipline.

•Able to identify potential operational issues before they become service failures.

•Reliable and comfortable working in a shift-based, live operations environment

*Performance expectations*

*The successful candidate will be expected to consistently achieve:*

•High booking accuracy.

•On-time driver assignment and confirmation.

•SLA compliance.

•Real-time trip monitoring.

•Fast incident resolution.

•Low driver/customer no-show rates.

•Accurate operational records and dashboard updates.

•None unclosed or unreconciled trips.

•High customer and partner service levels.