Job
Description
Key Responsibilities: Team Management · Lead, mentor, and manage the operations and reservations team to ensure productivity and high-quality service. · Assign tasks, monitor performance, and conduct regular reviews and training sessions. · Ensure team adherence to operational processes, service standards, and company policies. · Build a positive work culture and encourage collaboration and accountability. Vendor Management · Identify, evaluate, onboard, and maintain strong relationships with vendors including hotels, transport providers, tour operators, and activity providers. · Manage vendor contracts, service level agreements (SLAs), and periodic performance reviews. · Resolve vendor-related disputes and ensure compliance with quality and service standards. Reservation Management · Oversee all B2B and B2C reservations for hotels, transport, tours, and activities. · Supervise the use of reservation platforms and tools (CRS/GDS/booking engines). · Ensure timely and accurate bookings, confirmations, and changes as per client requirements. · Handle escalated booking issues or last-minute changes efficiently. Negotiation & Procurement · Negotiate competitive rates and exclusive deals with vendors and service partners. · Monitor market trends to ensure pricing strategies are competitive and cost-effective. · Collaborate with the finance team to manage budgets and optimize cost-to-service ratios. Operational Planning & Strategy · Optimize travel itineraries, resources, and workflows to enhance efficiency and customer satisfaction. · Analyze operational data and customer feedback to drive improvements. · Collaborate with sales and product teams to align operations with seasonal demand and business goals. Reporting & Compliance · Prepare weekly and monthly reports on operations, team performance, vendor utilization, and customer satisfaction. · Ensure all operational activities are compliant with industry regulations and company policies. · Manage risk and crisis situations with contingency plans and rapid response protocols. Customer Experience & Support · Ensure smooth end-to-end service delivery for all clients (individual, corporate, and group bookings). · Handle escalated complaints and feedback to uphold service quality and brand reputation. · Coordinate with the customer support team for pre-trip assistance and post-trip follow-ups. Job Type: Full-time Pay: ₹30,000.00 - ₹40,000.00 per month Schedule: Day shift Supplemental Pay: Performance bonus Work Location: In person
