As Operations In-Charge, you will reinforce the operations and logistics team. The objective of the role is to provide daily support in managing client files and monitoring local services, ensuring smooth operations and high-quality service.
This position reports directly to the Operations Manager.
YOUR PERFORMANCE KEY INDICATOR
- Operational file compliance rate: ≥ 95%.
- Customer satisfaction rate (post-stay feedback): ≥ 9/10. (max 10% dissatisfied)
- Adherence to operational request processing times: ≥ 24 business hours.
- Number of operational incidents unresolved within 48h: ≤ 2 %.
- 100% invoice recovery by D+30 post-service maximum
- Finalization and communication to the Finance team of 100% files before the deadline transmitted by the Accounting Team (File Closing process)
YOUR RESPONSABILITIES Operations Coordination Ensure the smooth handling of ongoing files (bookings, confirmations, departures) Monitor daily operations in real time (client arrivals, incidents, changes) Ensure responsiveness to unexpected situations and manage quick resolution
Quality & Customer Experience Ensure compliance with quality standards across all services (accommodation, transport, activities) Anticipate and resolve operational issues impacting customer experience Contribute to the continuous improvement of customer journeys and services
Supplier Management Coordinate local partners (hotels, transport providers, guides, activities) Monitor service quality and compliance with agreed standards Optimize costs while maintaining a high level of service
Operational Monitoring & Reporting Escalate incidents and critical issues to the Operations Manager Track operational KPIs (service quality,
response times, complaints) Contribute to the analysis of issues and propose corrective actions
Processes & Continuous Improvement Apply and ensure compliance with internal procedures (SOPs) Identify areas for operational improvement Contribute to the structuring, reliability, and professionalization of processes
Suppliers management in Jaipur
Act as a point of contact for suppliers (hotels, guides, shops) in JaipurMeet the suppliers regularly at their office or in Shanti officeNegotiate rates, handle issues, share quality feedback from guests...
Traveler management in Jaipur
Handle and manage all travelers visiting Jaipur
Meet and greet the travelers at Shanti Travel office or their hotel
Handle any quality issues happening in Jaipur and its vicinity
PROFILE
- Professional fluency in English (minimum C1 level); additional languages are a strong asset (French at C1 level is a plus).
- Minimum 2 years of experience in the travel or tourism industry.
- Very comfortable with Excel software
- Outstanding autonomy and ability to work with limited supervision in Jaipur
- Strong guest-oriented mindset and service culture.
- Willingness to learn internal Computer Reservation Systems (CRS) and GDS tools.
- Excellent interpersonal, communication, and negotiation abilities.
BENEFITS
- Salary: Fixed salary (based on profile) + monthly variable incentive
- Office based in Jaipur
- 1 homeworking day per week
- Insurance covered by the company
- Opportunity to grow within an international and dynamic environment.
- Exposure to diverse markets and multicultural teams.