Job PurposeTo oversee and manage the daily operations of the travel department, ensuring efficient service delivery, high customer satisfaction, optimized cost control, and smooth coordination with suppliers, airlines, hotels, and internal teams. The role ensures compliance with company standards and supports the growth of travel services.
1. Operations Management- Lead day-to-day travel operations, including bookings, ticketing, reservations, and itinerary management.
- Ensure timely delivery of travel services to customers and internal stakeholders.
- Develop and monitor operational workflows, SOPs, and service quality standards.
- Resolve escalated customer issues and operational challenges promptly.
2. Team Leadership- Manage and mentor travel consultants, coordinators, and back-office staff.
- Allocate tasks, monitor performance, and ensure adequate staffing levels.
- Conduct training on travel systems, customer service, and new travel regulations.
3. Supplier & Partner Management- Maintain strong relationships with airlines, hotels, travel agencies, and other service providers.
- Negotiate corporate rates, contracts, and service level agreements (SLAs).
- Monitor supplier performance and address service issues proactively.
4. Cost Control & Financial Oversight- Optimize travel budgets through strategic planning and vendor negotiation.
- Monitor operating costs and profitability of travel services.
- Review invoices, ensure accurate billing, and follow financial procedures.
5. Customer Experience & Quality Assurance- Ensure high service standards and consistent customer experience.
- Review customer feedback and implement improvements.
- Develop initiatives to enhance client satisfaction and loyalty.
6. Compliance & Risk Management- Ensure all operations comply with travel regulations, visa requirements, and company policies.
- Monitor travel advisories, safety updates, and operational risks.
- Maintain documentation, records, and audit readiness.
7. Strategic Planning & Reporting- Provide regular reports on operational performance, revenue, and cost savings.
- Support the GM/Head of Operations in planning new services, markets, and business opportunities.
- Implement digital tools and automation to enhance operational efficiency.
Qualifications- Bachelor's degree in Business, Tourism, Hospitality, or related field.
- 5+ years of experience in travel operations, preferably with managerial responsibilities.
- Strong knowledge of GDS systems
- Experience in corporate travel management is an advantage.
- Strong negotiation, leadership, and communication skills.
