Key Responsibilities

• Daily Operations: Manage reservations, ticketing, travel coordination, and customer service.
• Team Leadership: Recruit, train, motivate, and manage travel agents and operational staff; handle escalated issues.
• Supplier & Vendor Management: Build relationships, negotiate rates (hotels, airlines, car rentals), and manage contracts.
• Product Development: Create competitive travel packages and unique offerings.
• Process Improvement: Streamline workflows, implement new technologies (booking tools), and ensure quality control.
• Customer Experience: Monitor and enhance client satisfaction, addressing feedback and complaints.
• Reporting & Analysis: Track KPIs, analyze data on spend/efficiency, and report to leadership.

Core Skills & Competencies

• Leadership & People: Motivating staff, building teams, conflict resolution, fairness, diplomacy.
• Communication & Interpersonal: Excellent verbal/written skills for staff, clients, and suppliers; tactful and firm.
• Organizational & Planning: Managing complex itineraries, multitasking, attention to detail, process optimization, resource allocation.
• Problem-Solving & Analytical: Quick, calm resolution of travel issues, data analysis, identifying trends, critical thinking.
• Customer Service: Building client loyalty, empathy, understanding customer needs.