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Holiday Operations

3 months ago

Gurugram, India MakeMyTrip Full time

Function : Holidays Operations

Role : Holiday Operations - Post Sales

Level : Senior Executive

Location : Gurgaon


About the Function:


The Holiday Operations Department at MakeMyTrip is responsible for the end-to-end management of operations related to holidays. This business caters to various segments of travelers traveling to every part of the globe. While dynamic or customized travel and tour packages offer consumers an option to create and design their own holiday, fixed departure holiday packages have a pre-designed itinerary. The holiday operations team manages all critical processes involved in arranging a holiday, ensuring a seamless and delightful experience for customers.


Know the Function:


This incumbent plays a crucial role in ensuring post-sales excellence, focusing on customer experience and top-notch customer service. This dynamic position involves managing relationships with vendors, handling stakeholder reports, and overseeing call center operations. The role also extends to addressing service grievances, coordinating with the finance team for efficient transaction handling, and ensuring the smooth processing of bookings.


What will you be doing:


  • Collaborating with teams across multiple locations and implementing standardized practices to achieve a seamless and efficient holiday operations workflow.
  • Implementing a customer and quality-focused approach in every task, emphasizing the importance of customer satisfaction throughout the post-sales processes.
  • Fostering a collaborative and growth-oriented work environment.
  • Possessing persuasive, collaborative, and influential skills that are crucial for effective communication and collaboration with stakeholders throughout the organization.
  • Exhibiting the capability to deal effectively in high-pressure, dynamic situations with a large degree of autonomy, showcasing resilience and adaptability.
  • Assuming the responsibility for change management, including implementing strategies to adapt and optimize processes in line with evolving business requirements.


Qualification and Experience:


  • A graduate from a reputed institute with 1 to 4 years of experience in the Travel Industry.
  • Proficient in MS Office tools, particularly MS Excel and PowerPoint.


Key Success Factors for the Role:


  • Excellent communication, interpersonal and stakeholder management skills.
  • Meticulous attention to detail.
  • Customer Centric Approach.
  • Flexibility in Extended working hours.
  • Ability to understand and build insights from data.