Position Overview

The Operations Manager - Travel Management is responsible for overseeing the daily operations of the travel agency to ensure smooth business processes, excellent customer service, operational efficiency, and compliance with company policies and industry regulations. This role involves managing the reservations and travel operations teams, coordinating with suppliers and travel partners, monitoring performance, resolving operational issues, and ensuring that clients receive a seamless travel experience from booking to departure and beyond.

Key Roles and Responsibilities

1. Daily Operations Management

- Oversee the day-to-day operations of the travel agency, ensuring all activities are completed efficiently and accurately.
- Develop, implement, and improve operational procedures, workflows, and service standards.
- Monitor booking processes, travel arrangements, voucher redemptions, and payment transactions.
- Ensure that all bookings, travel documents, itineraries, and client requests are processed within established timelines.
- Identify operational challenges and implement solutions to improve productivity and service quality.

2. Team Leadership and Staff Management

- Supervise, guide, and support travel consultants, reservations agents, customer service representatives, and other operational staff.
- Assign daily tasks, establish performance targets, and monitor team productivity.
- Provide training and coaching on booking systems, travel products, customer service, and company procedures.
- Conduct performance reviews and identify opportunities for staff development.
- Promote teamwork, accountability, and a customer-focused working environment.

3. Reservations and Travel Coordination

- Oversee the processing of flight reservations, hotel bookings, holiday packages, tours, transfers, and other travel-related services.
- Ensure the accuracy of reservations, passenger details, travel dates, pricing, and booking confirmations.
- Coordinate with airlines, hotels, tour operators, destination management companies, and other travel suppliers.
- Monitor booking changes, cancellations, refunds, rebookings, and special client requests.
- Ensure that clients receive accurate itineraries, travel documents, and pre-departure information.

4. Customer Service and Issue Resolution

- Ensure high standards of customer service throughout the entire travel booking process.
- Handle escalated customer complaints, booking disputes, urgent travel changes, and service-related concerns.
- Coordinate with relevant teams and suppliers to resolve issues promptly and professionally.
- Monitor customer feedback and implement improvements to enhance the overall client experience.




- Ensure clear communication with clients regarding travel requirements, payment deadlines, booking conditions, and package inclusions.

5. Financial and Payment Oversight

- Monitor booking payments, deposits, outstanding balances, refunds, and supplier payments in coordination with the finance team.
- Ensure accurate invoicing, billing, reconciliation, and documentation of travel transactions.
- Oversee the application and redemption of travel vouchers, promotional credits, and gift certificates in accordance with company policies.
- Review package pricing, operational costs, and profit margins to support business profitability.
- Ensure that all financial transactions are properly recorded and authorized.

6. Supplier and Partner Management

- Maintain robust working relationships with airlines, hotels, tour operators, travel wholesalers, and other business partners.
- Monitor supplier performance, service quality, contractual terms, and agreed pricing.
- Negotiate supplier rates, package inclusions, and service arrangements where authorized.
- Address supplier-related issues, booking discrepancies, and service delivery concerns.
- Identify opportunities to establish new partnerships and expand the agency's travel offerings.

7. Compliance and Risk Management

- Ensure that operations comply with applicable travel industry regulations, consumer protection requirements, privacy laws, and company policies.
- Verify that customer information, passports, identification documents, and payment records are handled securely.
- Ensure staff follow booking terms, cancellation policies, refund procedures, and voucher redemption requirements.
- Monitor travel advisories, supplier disruptions, and other risks that may affect clients or business operations.
- Maintain accurate records for audits, reporting, and operational accountability.

8. Reporting and Performance Monitoring

- Prepare regular operational reports for senior management.
- Monitor key performance indicators (KPIs), including booking volume, processing time, customer satisfaction, error rates, and revenue performance.
- Analyze operational data to identify trends, inefficiencies, and opportunities for improvement.
- Recommend strategies to improve productivity, reduce operational costs, and increase customer retention.
- Ensure management receives timely updates on operational performance, challenges, and business risks.





9. Process Improvement and Technology

- Review and optimize booking workflows, internal communication, and administrative procedures.
- Oversee the effective use of reservation systems, customer relationship management (CRM) platforms, and other operational tools.
- Identify opportunities to automate repetitive tasks and reduce manual errors.
- Implement standardized checklists, templates, and quality-control procedures.
- Support the implementation of new systems, services, and operational initiatives.

Key Performance Indicators (KPIs)

The Operations Manager may be evaluated based on the following:

- Booking accuracy and error rate.
- Timeliness of booking confirmations and document processing.
- Customer satisfaction and complaint resolution.
- Team productivity and achievement of operational targets.
- Voucher processing and redemption accuracy.
- Payment collection and reconciliation accuracy.
- Supplier service quality and issue resolution.
- Operational cost control and profitability.
- Compliance with company policies and regulatory requirements.

Qualifications and Requirements

- Diploma or degree in Travel and Tourism, Business Administration, Hospitality Management, or a related field.
- Previous experience in travel agency operations, reservations, customer service, or travel management.
- Demonstrated experience in team supervision, operational coordination, and process management.
- Knowledge of travel booking systems, airline reservations, holiday packages, and supplier coordination.
- Strong organizational, analytical, communication, and problem-solving skills.
- Good understanding of payment processes, booking policies, travel documentation, and customer service standards.
- Proficiency in Microsoft Office, booking platforms, CRM systems, and operational reporting tools.
- Ability to manage multiple priorities and work effectively under pressure.

Key Competencies

- Leadership and team management
- Operational planning and execution
- Customer service excellence
- Attention to detail and accuracy
- Financial awareness and cost control
- Supplier relationship management
- Problem-solving and decision-making
- Communication and interpersonal skills
- Process improvement and accountability

Reporting Structure

- Reports to: General Manager, Managing Director, or Chief Operating Officer.
- Supervises: Travel Consultants, Reservations Team, Customer Service Team, and Operations Support Staff, depending on the agency's organizational structure.
- Works closely with: Sales and Marketing, Finance and Accounting, Human Resources, and external travel suppliers.

Pay: $52,600.00-$60,000.00 per year

Work Location: In person

📌 Operations Manager (Downtown)
🏢 J&F Travellers Hub Inc.
📍 Downtown