Operations Manager

Date: 21st, February, 2025

Operations Manager – Touracle

Job Description

We are seeking a highly organized and proactive Operations Manager to oversee day-to-day operations in our Travel and Tourism business. The ideal candidate will be responsible for managing the reservations team, coordinating with vendors, ensuring customer satisfaction, and streamlining operational workflows. This role requires excellent leadership skills, attention to detail, and a deep understanding of the travel industry landscape.

Job description:

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.

· Analyse 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.

Required Qualifications:

• Bachelor’s degree in Tourism, Hospitality, Business Administration, or a related field.
  
• Minimum 5+ years of experience in travel operations, with at least 2 years in a managerial role.
  
• Proven track record in vendor negotiation, team leadership, and process optimization.
  
• Proficiency in travel management systems (CRS, GDS such as Amadeus/Sabre, or similar platforms).
  
• Strong interpersonal, communication, and problem-solving skills.
  
• Ability to multitask, work under pressure, and meet tight deadlines.