Position: Operations Head – Inbound Travel

Department: Operations

Location: Delhi/NCR

Industry: Inbound Tourism / DMC

Experience: 8–12+ years in Inbound Travel / DMC Operations

Team Size: 8–10 Operations Team Members

Reports to: Managing Directors – 2 MDs

8–12 years + team management + strong inbound experience with independent decision-making

Salary: ₹65,000–₹80,000 Per Month

Summary

We are looking for an experienced and responsible Operations Head to lead and manage our inbound travel operations team of approximately 8-10 members.

The Operations Head will be responsible for the overall coordination, supervision and smooth execution of confirmed travel files, ensuring that all operational arrangements are completed accurately and on time.

The position requires someone who can take independent day-to-day operational decisions, guide the Operations Team, coordinate with Sales, Hotel Contracting, Accounts and Management, resolve operational issues and keep both Managing Directors regularly informed about the status of operations.

The Operations Head will act as the main point of coordination between the Operations Team and Management.

Key Responsibilities

1. Leadership & Management of Operations Team

- Lead and supervise a team of 8–10 Operations Executives/Coordinators.
- Allocate files and responsibilities among team members according to workload and experience.
- Monitor the progress of all active travel files.
- Ensure that team members complete their responsibilities within agreed timelines.
- Provide guidance and support to the Operations Team in complex or urgent cases.
- Review the team's performance and identify areas for improvement.
- Conduct regular team meetings to discuss pending files, upcoming arrivals and operational issues.
- Establish explicit processes and accountability within the Operations Department.

2. Overall Operations Management

- Take responsibility for the smooth execution of all confirmed travel arrangements.
- Ensure hotels, transportation, guides, activities, experiences and other services are properly coordinated.
- Review important travel files before arrival to ensure that all arrangements are in place.
- Monitor upcoming arrivals and departures and ensure that there are no outstanding operational issues.
- Ensure that travel documents and final operational information are shared with the relevant teams/travellers on time.
- Monitor last-minute changes and ensure they are handled efficiently.

3. Decision-Making The Operations Head should have the authority to take day-to-day operational decisions within the company's agreed policies and budgets.

This includes:

- Handling changes requested by travellers.
- Resolving supplier and service issues.
- Making operational adjustments when required.
- Managing last-minute hotel, transport or activity changes.
- Coordinating solutions during emergencies or unexpected situations.
- Deciding the appropriate course of action when immediate management approval is not practical.





For decisions involving significant financial impact, exceptional discounts, major refunds or policy exceptions, the matter should be escalated to the Managing Directors.

4. Coordination with Hotel Contracting

- Coordinate closely with the Hotel Contracting & Rate Negotiation Team.
- Receive the final negotiated hotel rates and conditions for confirmed files.
- Ensure that Operations has all necessary information to proceed with bookings.
- Clarify any discrepancies between negotiated rates and booking requirements.
- Coordinate with hotel suppliers when further clarification or negotiation is required.
- Ensure that final hotel confirmations are correctly recorded in the operational file.

5. Coordination with Sales

- Work closely with the Sales Team after a booking has been confirmed.
- Ensure that the Operations Team receives complete and accurate booking information.
- Clarify special requests, inclusions, exclusions and client requirements.
- Inform Sales promptly about any operational limitations or changes.
- Ensure that commitments made to the traveller can be operationally delivered.

6. Supplier & Partner Coordination

- Maintain professional relationships with hotels, transport companies, guides, activity providers and other suppliers.
- Support the team in resolving supplier-related problems.
- Escalate serious supplier performance issues to Management.
- Monitor supplier service quality and provide feedback to Management.
- Ensure suppliers receive correct instructions and information.

7. Traveller Experience & Problem Resolution

- Ensure that operational arrangements meet the agreed standards.
- Take responsibility for resolving significant traveller complaints or operational problems.
- Support the Operations Team in handling emergency situations.
- Coordinate with suppliers and local representatives when immediate solutions are required.
- Ensure that important issues are communicated to Management without delay.

8. Reporting to Managing Directors The Operations Head will report directly to both Managing Directors and provide regular updates regarding:

- Number of active files
- Upcoming arrivals
- Operational status of important files
- Pending confirmations
- Major supplier issues
- Traveller complaints
- Operational challenges
- Team workload and performance
- Staffing requirements
- Major financial/operational risks
- Important incidents and resolutions

A weekly Operations Report should be prepared for Management, along with immediate reporting of any critical issue. 9. Process Improvement

- Develop and improve operational SOPs.




- Identify recurring operational problems and implement solutions.
- Improve communication between Sales, Contracting, Accounts and Operations.
- Introduce checklists to reduce operational errors.
- Ensure proper documentation of every travel file.
- Improve efficiency and response times within the Operations Department.
- Identify opportunities to automate repetitive operational processes.

10. Team Performance & Training

- Train and mentor Operations Team members.
- Ensure new employees understand company procedures and operational standards.
- Monitor individual workloads and productivity.
- Identify training requirements.
- Conduct performance reviews in coordination with Management/HR.
- Encourage a professional, cooperative and accountable working environment.

Ideal Candidate The candidate should have:

- 8–12+ years of experience in inbound travel/DMC operations.
- Previous experience managing an Operations Team.
- Experience managing a team of approximately 8–10 people would be an advantage.
- Strong knowledge of Indian inbound tourism.
- Good understanding of FIT and group operations.
- Strong knowledge of hotels, transportation, guides, activities and other tourism suppliers.
- Excellent problem-solving and decision-making ability.
- Strong communication and coordination skills.
- Ability to work under pressure and handle multiple files simultaneously.
- Experience dealing with international/overseas travel partners would be an advantage.
- Strong leadership and team-management skills.
- Good knowledge of operational systems, CRM/tour operating systems and Excel.
- Ability to communicate clearly with senior management.

Leadership Qualities

We are particularly looking for someone who:

- Takes ownership rather than waiting for instructions.
- Can make sensible operational decisions independently.
- Can manage and motivate a team.
- Is comfortable taking responsibility when something goes wrong.
- Communicates problems early rather than hiding them.
- Can coordinate effectively between different departments.
- Understands both the customer experience and the commercial side of operations.
- Can act as the bridge between the Operations Team and the Managing Directors.

Reporting Structure

Managing Directors (2 MDs)

↓

Operations Head

↓

Operations Team – 8–10 Members

With this structure, the Operations Head becomes the single point of leadership for the Operations Department, while the two MDs remain involved in strategic decisions and major escalations.

Key Performance Indicators The Operations Head can be evaluated on:

- Smooth execution of confirmed travel files
- Timely completion of operational arrangements
- Reduction in operational errors
- Traveller satisfaction and complaint resolution
- Team productivity and performance
- Supplier coordination and service quality
- Timely escalation of critical issues
- Effective communication between departments
- Operational cost control
- Successful implementation of SOPs and process improvements

📌 Operations Head - Inbound Travel (Delhi)
🏢 Quality India Tours
📍 Delhi