Operations Manager Lead

2 weeks ago

Makati City, National Capital Region, Philippines Kav Travel and Tours Full time

Job Description

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  • Key Responsibilities:
  • Operational Leadership:
    • Oversee daily operations to ensure efficient workflow and high-quality service delivery.
    • Develop and implement operational policies, procedures, and best practices to enhance service quality and operational efficiency.
    • Coordinate and manage travel bookings, from airfares and hotel accommodations to transportation and tour packages.
    • Ensure compliance with industry regulations, company policies, and safety standards.
  • Sales Strategy & Execution:
    • Drive sales efforts for tours, travel packages, and related services by developing and executing sales strategies and promotions.
    • Work closely with the sales team to set targets, monitor performance, and ensure the achievement of monthly and quarterly revenue goals.
  • Team Management:
    • Supervise, motivate, and lead a team of travel consultants, coordinators, and other support staff.
    • Conduct performance reviews, provide feedback, and identify professional development opportunities.
    • Manage team schedules, training, and staff allocation to meet operational needs and peak periods.
  • Customer Service & Satisfaction:
    • Address client inquiries, resolve issues, and ensure high levels of customer satisfaction.
    • Implement and monitor customer service protocols to ensure exceptional service delivery.
    • Analyze customer feedback and make improvements to the service process as needed.
  • Budget & Resource Management:
    • Monitor and manage operational resources to ensure cost-effective expenditure control.
    • Track and report on operational performance metrics (e.g., bookings, revenue, customer satisfaction).
    • Negotiate with suppliers, hotels, and travel partners to ensure the best rates and service quality.
  • Technology & Systems Management:
    • Oversee the integration and use of travel management systems, booking platforms, and customer relationship management (CRM) tools.
    • Ensure the agency's website and booking platforms are up-to-date and functioning efficiently.
    • Manage data entry, reporting, and analytics to optimize operational strategies.
  • Vendor & Partner Relations:
    • Cultivate and maintain strong relationships with suppliers, vendors, tour operators, airlines, hotels, and other travel service providers.
    • Negotiate contracts, rates, and agreements with vendors to secure the best value for the company and clients.
  • Continuous Improvement:
    • Stay current with trends, technologies, and developments within the travel industry to ensure competitive advantage.
    • Identify areas of improvement within operations and implement solutions to streamline processes and enhance service.

Required Qualifications

  • Bachelor's degree in Business Administration, Tourism, Hospitality, or a related field.
  • Minimum of 5 years of experience in operations management within the travel or tourism industry.
  • Experience in events management is a plus.
  • Strong analytical skills and the ability to interpret sales data to make informed decisions.
  • Proven leadership experience, with the ability to motivate and manage a team.
  • Excellent communication, organizational, and problem-solving skills.
  • Strong understanding of industry trends, customer preferences, and operational best practices.
  • Knowledge of travel booking systems and operational tools is a plus.

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