Lead Crew Captain

Role Overview

As a Lead Crew Captain (Travel) you will manage end-to-end fulfilment of all travel-related requests for our premium clientele. This is an individual contributor role you will not be managing a team but will be personally responsible for handling user requests, planning itineraries, and coordinating with travel vendors.

The role demands strong ownership, creativity, and operational excellence, with a focus on

delivering personalized and seamless travel experiences.

Key Responsibilities

• Handle end-to-end travel requests from intake to execution — including domestic

and international travel.

• Design and customize travel itineraries tailored to client preferences.
• Book hotels, flights, cabs, and other travel services using trusted vendor networks.
• Coordinate with Destination Management Companies (DMCs), hotels, and other travel

partners for the best experiences and rates.

• Provide visa assistance and guide clients through necessary travel documentation

processes.

• Ensure timely updates and proactive communication with clients.
• Track request progress, vendor performance, and customer satisfaction metrics.
• Adhere to SOPs while applying creative problem-solving to enhance travel service

delivery.

Ways of Working

• Individual contributor role – no team handling responsibilities.
• Dedicated to the Travel Desk only.
• Work From Office in Bangalore – 5 days/week with rotational shifts.
• Weekend availability as per roster.
• Morning to evening shifts primarily; some cases may require extended hours.

Required Skills & Qualifications

• Bachelor’s degree (MBA, BBA, B.Com, B.Tech, or equivalent).
• 1–3 years of experience in travel agencies, DMCs, or concierge services.
• Proven expertise in designing travel packages, booking hotels/flights/cabs.
• Experience coordinating with travel vendors and handling end-to-end itineraries.
• Excellent communication, planning, and coordination skills.
• Strong customer-first mindset and ability to work under pressure.
• Punctuality and discipline in office attendance.

KRAs

1. High responsiveness and ownership of travel requests.

2. Quality of travel planning and execution.

3. Adherence to SOPs for travel desk.

4. High customer satisfaction and repeat engagement.

KPIs

1. Task Completion Rate.

2. Customer Satisfaction Score (CSAT).

3. Turnaround Time (TAT) per travel request.

4. SOP Compliance %.

5. First Response Time.