Head of Operations - Travel Industry

About A Travel Duet:

A Travel Duet is India's premier luxury travel brand, specializing in custom-designed experiential travel for honeymooners, couples, families, groups, and YPOs. We create meticulously handcrafted, personalized itineraries that cater to individual personalities and interests, ensuring a lifetime of unforgettable experiences.

Why work with us?

In addition to stellar work culture during working hours, our team has mastered the art of balancing a "client first" approach without compromising on wellness and work-life balance. What's more, with our super cool annual retreats and monthly team building activities (wine tasting, painting, cocktail making, to name a few) we strive to unwind and enjoy, while constantly upskilling and reinventing ourselves.

About the role:

As the Head of Operations, you are the architect of our agency’s delivery engine. Your mission is to transform complex travel visions into seamless, “wow-moment” realities.

You will sit at the intersection of structural discipline and creative hospitality, ensuring that while our internal systems operate with precision and scalability, our guests experience effortless magic at every touchpoint.

You are responsible for building the operational blueprint for growth, mentoring a high-performing team, and obsessing over Service Excellence standards that differentiate us in the luxury travel market.

Key Responsibilities

1. Systems & Process Architecture

● Scalable Infrastructure: Design, implement, and continuously optimize end-to-end operational workflows — from initial inquiry and booking through post-trip feedback.

● Tech Integration: Oversee selection, implementation, and management of CRM, Project Management, and Itinerary Building tools to automate processes and reduce error margins.

● Standard Operating Procedures (SOPs): Create and maintain a comprehensive Operational Playbook to ensure consistency across all guest touchpoints.

2. Team Leadership & Management

● Mentorship & Hiring: Recruit, lead, mentor, and develop Travel Consultants, Coordinators, and Support teams. ● Performance Culture: Establish and track KPIs focused on accuracy, turnaround times, service quality, and guest satisfaction.

● Resource Allocation: Plan team capacity and workloads to handle peak travel seasons without compromising quality or employee wellbeing.

3. “Surprise & Delight” Strategy

● Moment Mapping: Identify friction points in the guest journey and convert them into memorable delight moments through personalized experiences, seamless transitions, and proactive problem-solving.

● Creative Escalation Management: Act as the final escalation point for complex bookings and high-stakes situations, turning challenges into exceptional service recoveries.

4. Service Excellence, Partnerships & Quality Control

● Strategic Partner Relationships: Develop and maintain strong relationships with global partners, suppliers, and luxury travel stakeholders.

● Contract Negotiation: Oversee and negotiate partner and supplier contracts, ensuring favorable commercial terms and maximum business value.

● Partner Vetting: Establish and maintain strict vetting standards for DMCs, hotels, transport providers, and experience partners in line with brand expectations.

● Consumer Insights: Analyse consumer travel behaviors and preferences, adapting operational strategies to align with evolving market trends.

● Destination & Itinerary Expertise: Apply in-depth knowledge of global destinations, geography, travel logistics, and supplier networks to curate innovative, high-impact itineraries.

● Global Travel Perspective: Leverage first-hand travel experience across offbeat and emerging destinations to stay ahead of global travel trends.

● Feedback Loops: Analyse guest feedback, reviews, and NPS scores to drive continuous improvement in service delivery.

● Risk & Crisis Management: Develop and implement contingency plans to ensure guest safety and operational continuity during global or regional disruptions.

Must- have Requirements:

1. Minimum 8+ years of experience in Operations Management, preferably within luxury travel, high-end hospitality, or premium lifestyle services

2. Proven ability to build, scale, and optimize operational systems and processes

3. Strong leadership experience managing and mentoring multi-functional teams

4. Demonstrated track record of delivering exceptional service excellence and guest satisfaction

5. High emotional intelligence with a deep understanding of luxury customer expectations

6. Strong problem-solving skills with the ability to handle high-pressure, high-stakes situations

7. Tech-savvy with hands-on experience using CRM, project management, and automation tools 8. Strategic mindset with the ability to balance long-term vision and day-to-day execution 

Ideal Candidate Profile

● Dynamic & Self-Motivated:

● Detail-Oriented:

● Relationship Builder: