Manager, Travel Operations

POSITION SUMMARY:

The Manager, Travel Operations is responsible for translating the approved strategy, policies and commercial priorities into consistent day-to-day delivery, accountable for the operational execution of travel initiatives and policies. The role manages frontline service, workflow, rostering, booking controls, reconciliations, supplier follow-up and service recovery within delegated authority. The Manager develops team capability, monitors operational performance and escalates material financial, compliance, supplier or business-continuity matters to the Senior Manager.

PRIMARY RESPONSIBILITIES:

·         Implement annual operating plan, service model, SOPs, policies and performance targets approved by the Senior Manager.

·         Manage daily booking operations, workload allocation, shift coverage, queue control and service quality for internal business travel, resort members and customers.

·         Supervise booking accuracy, fare and rate application, documentation, ticketing, amendments, cancellations, refunds and reconciliations.

·         Approve routine exceptions, refunds, service recovery and non-standard arrangements within delegated authority; escalate material or precedent-setting cases.

·         Monitor daily and monthly operational dashboards, customer feedback, complaints, revenue, costs, productivity and control exceptions; implement corrective actions.

·         Coach and develop the team to improve team professionalism and work efficiency, manage performance and training, and recommend staffing or succession actions to the Senior Manager.

·         Coordinate supplier service issues and routine performance reviews; support negotiations, tenders and contracting led by the Senior Manager and relevant departments.

·         Maintain operational compliance with travel policy, payment-card, privacy, information-security, record-retention and audit requirements; promptly report breaches or control gaps.

·         Lead first-line disruption and emergency response, maintain stakeholder communication and activate escalation protocols for major incidents.

·         Perform other duties as assigned by the Company.

Adhere to and act in accordance with all established policies and procedures of the Company.

QUALIFICATIONS:

Experience

·         At least 5 years of relevant travel-industry experience, including at least 2 years in a people-management or operational-management role.

·         Demonstrated hands-on experience in corporate or premium travel operations, GDS (Global Distribution System) workflows, financial controls and service recovery.

Education

·         Bachelor's degree in Tourism, Hospitality, Business Administration or a related field is preferred; substantial relevant management experience may be considered.

Skills / Competencies

·         Strong operational leadership, workforce planning and coaching capability.

·         Advanced knowledge of travel distribution, GDS, fares, ticketing, hotels and supplier servicing practices.

·         Sound judgement in applying policies and delegated authority, with disciplined escalation of material matters.

·         Strong analytical, reporting, reconciliation and problem-solving skills.

·         Strong communication and stakeholder-management skills in urgent and complex situations.

·         Fluent in written and spoken Chinese (Mandarin/Cantonese) and English; proficiency in other languages is a plus.

·         Able to work varied shifts, including weekends and holidays