Operations Manager - Travel Booking

We are seeking a proactive and detail-oriented Operations Manager to lead travel operations, develop innovative itineraries, and ensure the seamless execution of group travel experiences. This role is ideal for someone with a strong understanding of destination management, supplier coordination, and end-to-end tour operations. The Operations Manager will be responsible for designing engaging domestic and international travel itineraries, managing group bookings, coordinating with vendors, and ensuring exceptional customer experiences from planning through trip completion.

The candidate will have responsibilities across the following functions:

Itinerary Planning and Product Development:

• Research and develop innovative domestic and international travel itineraries.
• Design educational tours, leisure holidays, corporate offsites, incentive trips, and customised group packages.
• Build unique travel experiences by incorporating sightseeing, cultural activities, workshops, adventure experiences, and local interactions.
• Prepare detailed day-wise itineraries, cost sheets, and travel proposals.
• Update existing travel products based on customer feedback and market trends.

Group Tour Operations:

• Manage end-to-end operations for student groups, corporate groups, family groups, and leisure travellers.
• Coordinate hotel bookings, transportation, sightseeing, meals, flights, guides, permits, and special requirements.
• Ensure timely confirmations and accurate documentation before departures.
• Prepare tour departure checklists and operational briefings.
• Monitor tours and provide operational support during travel.

Vendor and Supplier Management:

• Build and maintain relationships with hotels, transport providers, destination management companies (DMCs), airlines, guides, and activity partners.
• Negotiate contracts and secure competitive pricing while maintaining quality standards.
• Evaluate supplier performance and maintain an approved vendor database.

Booking Management:

• Handle group reservations and booking confirmations.
• Coordinate with airlines, hotels, and vendors for availability and allocations.
• Manage rooming lists, passenger manifests, ticketing requirements, and travel documentation.
• Ensure timely payments and reconciliation with suppliers.

Customer Experience:

• Ensure smooth execution of all travel programs.
• Resolve operational challenges quickly and professionally.
• Coordinate with sales and customer service teams to deliver exceptional travel experiences.
• Gather post-tour feedback and implement service improvements.

Team Coordination:

• Work closely with Sales, Marketing, Finance, and Customer Support teams.
• Coordinate with tour escorts and destination partners.
• Train and guide junior operations executives.

Requirements:

• Bachelor's degree in Tourism, Hospitality, Travel Management, Business Administration, or a related field.
• 4-8 years of experience in travel operations, destination management, or tour planning.
• Experience handling domestic and international group tours.
• Strong knowledge of travel logistics and destination planning.

Required Skills:

• Tour planning and itinerary development
• Group travel operations
• Vendor negotiation
• Costing and budgeting
• Supplier relationship management
• Booking management
• Travel documentation
• Strong communication and interpersonal skills
• Excellent organisational and multitasking abilities
• Problem-solving under pressure
• Attention to detail
• Customer service orientation

Technical Skills:

• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint
• CRM and travel booking systems
• Google Workspace
• Online hotel and airline reservation platforms

Preferred Experience:

• Experience in educational travel, corporate travel, or MICE operations.
• Familiarity with visa documentation and international travel regulations.
• Knowledge of travel insurance processes.
• Experience coordinating with international destination management companies (DMCs).

Key Performance Indicators (KPIs):

• Accuracy of itinerary planning and documentation.
• Successful management of group departures.
• Customer satisfaction and post-tour feedback.
• Supplier performance and cost optimisation.
• Operational efficiency and adherence to budgets.
• Reduction in booking errors and operational issues.

Good to Have:

• The ideal candidate is passionate about travel, highly organised, and capable of managing multiple tours simultaneously.
• They should possess strong destination knowledge, excellent negotiation skills, and the ability to design memorable travel experiences while ensuring flawless operational execution.
• Experience with educational tours, student travel, corporate groups, and customised itineraries will be a significant advantage.