Operations Manager

JOB DESCRIPTION

Position: Operations Manager

Industry: Tours & Travels

Location: Kochi

Experience: Minimum 5 years in Tours & Travels / Operations Management

Company: Medcity Tours & Travels

General Overview of the Role

The Operations Manager will be responsible for overseeing and managing the daily operations of the tours and travel division. The role includes ensuring smooth travel planning, customer satisfaction, vendor coordination, operational efficiency, and compliance with company standards. The ideal candidate should have strong leadership skills, in-depth knowledge of the travel and tourism industry, and the ability to manage teams and deliver exceptional client experiences.

Key Responsibilities

Operations & Service Management:

• Manage end-to-end travel operations including ticketing, tour packages, hotel bookings, transport, and visa assistance.
• Ensure seamless execution of travel plan and handle client requirements promptly.
• Maintain high service quality standards, ensuring customer satisfaction and repeat business.
• Monitor and improve operational workflows to increase efficiency and reduce errors.
• Resolve operational issues, escalations, and emergencies effectively.

Team Management & Leadership:

• Lead, train, and supervise the operations team for maximum efficiency.
• Allocate responsibilities and monitor team performance against set targets.
• Develop a positive work environment and high-performance culture.
• Provide continuous training on travel systems, customer service, and industry updates.

Vendor & Partner Management:

• Establish and maintain relationships with airlines, hotels, transport operators, and tour partners.
• Negotiate favorable rates, contracts, and credit terms with suppliers.
• Ensure service-level agreements with vendors are met consistently.

Client Relationship & Customer Experience:

• Build strong client relationships through effective communication and support.
• Ensure timely responses to queries, complaints, and feedback.
• Develop customized travel solutions based on customer needs.
• Focus on delivering exceptional travel experiences that encourage referrals and loyalty.

Business Growth & Revenue Support:

• Support sales and marketing teams in promoting travel packages and services.
• Monitor bookings, revenue streams, and identify areas for business expansion.
• Contribute to creating innovative packages and promotional offers.
• Ensure operational processes align with revenue and profitability targets.

Compliance & Risk Management:

• Ensure adherence to travel industry regulations, company policies, and safety protocols.
• Monitor visa guidelines, ticketing policies, and other travel regulations.
• Identify risks in operations and develop preventive measures.

Financial Oversight & Reporting:

• Monitor operational costs and optimize resources.
• Support budget preparation and expense control within operations.
• Prepare and present daily, weekly, and monthly operational reports to management.

Skills & Qualifications Required

Education & Experience:

• Bachelor's degree in Travel & Tourism, Business Management, or related field (required).
• MBA or Postgraduate in Travel/Tourism Management (preferred).
• Minimum 5 years of experience in Tours & Travels Operations, with team-handling exposure.
• Proven experience in managing travel operations, vendor negotiations, and customer service.
• Strong background in B2B/B2C travel operations is an added advantage.

Skills & Competencies:

• Strong leadership and team management abilities.
• In-depth knowledge of the travel & tourism industry.
• Excellent communication, negotiation, and interpersonal skills.
• Strong problem-solving, time management, and decision-making skills.
• Customer-focused approach with a commitment to service excellence.
• Ability to work under pressure and handle operational challenges effectively.

To apply : Send your CV to

To whatsapp:

Job Type: Full-time

Ability to commute/relocate:

• Kochi, Kerala: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• How many years of experience as Operations Head in Tours and Travels

Education:

• Bachelor's (Required)

Work Location: In person