Travel Booking Operations Lead

3 days ago


Mandaluyong City, National Capital Region, Philippines Penbrothers Full time
About the Role

The ideal candidate has a strong background in the travel industry, familiarity with booking systems, a passion for improving workflows in a dynamic, AI-driven environment, and a keen attention to detail.

Primary Responsibilities:

  • Oversee the training of new Booking Specialists in standard operating procedures (SOPs) for booking processes.

  • Ensure seamless 24/7 coverage by managing shift schedules and addressing staffing gaps or high-volume periods.

  • Supervise the Booking Specialist team, monitoring adherence to service standards and operational guidelines.

  • Act as the escalation point for complex booking issues or customer complaints, providing timely and effective resolutions.

  • Track and analyze team performance metrics, with a focus on speed and accuracy, providing coaching and additional training as needed.

  • Maintain a broad awareness of marketing and content creation tools used by the company (training for these tools will be overseen by the founders).

  • Initially, serve as the primary Booking Specialist, executing all bookings to establish process benchmarks and operational understanding.



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