Travel Operations Executive — Fully WFH

About Luxor Trails

Luxor Trails is an adventure travel company based in Mumbai. We specialise in customised domestic and international tours and create immersive, experiential journeys.

We’re a lean, passionate team focused on high-quality operations and outstanding customer experiences.

Role overview

We are hiring a full-time Travel Operations Executive working fully remote. You’ll be the operational backbone for client trips — managing bookings, supplier coordination, payments, customer communications and keeping everything accurate in our CRM. This is a hands-on role that requires strong organisation, excellent communication and a passion for adventure travel.

Key responsibilities

• CRM-first operations: maintain and update all customer, lead and booking records (lead intake, PNRs, invoices, notes, follow-ups). Ensure 100% data hygiene after every touchpoint.

• Bookings & confirmations: create and manage bookings (hotels, transport, activities), issue confirmations, secure supplier vouchers and deliver final itineraries to clients.

• Itinerary creation: build client-ready, day-by-day itineraries using CRM templates.

• Supplier management: source, negotiate and coordinate with local suppliers, hotels, transport vendors and guides; maintain supplier details and rates in CRM.

• Payments & invoicing: coordinate client payments, send invoices, track reconciliations and assist Finance with supplier payments.

• Customer care: act as primary operations contact pre-trip and during travel — manage changes, disruptions and client queries via phone, email and WhatsApp.

• Documentation & compliance: collect and verify travel documents, visas, permits and waivers.

• Cancellations & refunds: manage cancellations, apply policy and coordinate refunds/credits.

• Quality control & feedback: collect post-trip feedback, log issues in CRM and drive fixes with Product team.

• Reporting & improvements: produce weekly/monthly ops reports and suggest process improvements.

• Cross-functional coordination: work with Sales, Product, Marketing and Finance for smooth handovers and issue resolution.

• SOPs & training: follow and help refine SOPs; support onboarding and CRM training for new hires.

Required qualifications & skills

• Minimum 1 year experience in travel operations, travel management or a related role (agency/tour operator experience preferred).

• Proven experience using a CRM for sales/operations — comfortable with records, reports and workflows.

• Excellent written & verbal communication and customer-service skills.

• Ability to work independently in a remote setup and manage multiple bookings concurrently.

• Strong organisation, attention to detail and prioritisation under pressure.

• Passion for adventure travel and knowledge of domestic & international destinations.

• Basic spreadsheet skills (Excel/Google Sheets) and familiarity with Google Workspace.

• Reliable internet connection and a quiet workspace for calls.

Nice-to-have

• Experience with WhatsApp Business or messaging integrations.

• Familiarity with GDS (Amadeus/Galileo/Sabre) or OTA supplier portals.

• Exposure to payment gateways, invoicing tools and basic accounting flows.

• Degree/diploma in Travel, Tourism or Hospitality.

• Additional language skills relevant to our markets.

KPIs / How we’ll measure success

• Lead → booking handover quality & conversion impact

• On-time confirmations / itinerary delivery rate

• CRM data completeness & timeliness

• Customer satisfaction / post-trip feedback

• Accuracy of supplier invoice reconciliation

What we offer

• CTC: ₹15,000 per month (₹1,80,000 per annum) — paid monthly.

• Fully remote, full-time role with flexible hours (core overlap with IST expected).

• Opportunity to work in a passionate team shaping high-quality travel packages.

• Growth into Senior Operations, Sales, Product or Account Management roles.

• Learning opportunities (destination training, vendor exposure).