Key Duties & Responsibilities
Handle end-to-end operations of domestic and international holiday bookings.
Coordinate with hotels, DMCs, transporters, guides and other suppliers for confirmations.
Prepare and verify itineraries, vouchers, hotel confirmations, transfers and other travel documents.
Ensure all bookings are confirmed as per the agreed itinerary and costing.
Coordinate closely with the Sales/Business Development team for smooth handover of confirmed bookings.
Follow up with suppliers for availability, rates, amendments and special requests.
Maintain accurate booking records, operational trackers and customer details.
Handle booking amendments, cancellations, rescheduling and supplier-related issues.
Monitor pre-departure requirements and ensure travellers receive all necessary documents on time.
Coordinate with travellers when required regarding operational arrangements and trip-related information.
Manage last-minute changes and operational issues during the customer’s journey.
Escalate critical issues to the Operations Manager/management and ensure timely resolution.
Check supplier invoices and ensure they match agreed rates and booking details before processing.
Coordinate with the Accounts team for supplier payments, refunds and reconciliation.
Maintain robust relationships with hotels, DMCs and other travel partners.
Ensure service quality and customer satisfaction throughout the travel lifecycle.
Maintain proper documentation and follow company SOPs and operational processes.
Support the team in improving turnaround time, reducing errors and maintaining operational efficiency.
Key Skills Required
Good knowledge of domestic and international holiday operations.
Solid communication and coordination skills.
Knowledge of hotel bookings, transfers, sightseeing and tour packages.
Ability to handle multiple bookings simultaneously.
Good negotiation and problem-solving skills.
Solid attention to detail.
Proficiency in MS Excel/Google Sheets and travel-related systems.
Ability to handle pressure and last-minute operational changes.
Experience with B2B/B2C holiday operations would be an advantage.