Manager, Travel Operations

POSITION SUMMARY:

The Manager, Travel Operations is responsible for the overall operations, management and performance of the travel agent counters operations in Melco Properties. This role will work closely with the Director, as well as cross-functional teams, to align with business objectives, ensure a high standard of customer service is delivered.

PRIMARY RESPONSIBILITIES:

• Create strategic plan for Travel Agent operation includes but not limited to sell transportations, accommodations and other travel services
• Cooperate with client to determine their needs and advise the appropriate destination, modes of transportations, travel dates, costs and accommodations.
• Negotiate with suppliers for travel plan to obtain the best rates, handle financial transactions for payment processing and invoice issuance.
• Use promotional techniques and prepare promotional materials to sell itinerary tour packages.
• Formulate operational guidelines, work processes and service standards to ensure efficient and standardized service delivery for internal business travel, members and customers.
• Supervise, train and evaluate the team to improve team professionalism and work efficiency.
• Coordinate with various departments (e.g., membership services, finance etc.) to ensure smooth collaboration and meet internal travel needs.
• Monitor travel arrangement quality, handle complex travel requests and complaints from internal stakeholders, members and customers.
• Control operational costs, optimize resource allocation, and submit regular operation reports to the Director.
• Maximize profitability and client value by negotiating rates with airlines and tour operators.
• Ensure compliance with local travel industry regulations and resorts internal policies.
• 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 travel industry experience, with 2+ years of management experience in a travel agency or related field (preferably in hospitality or integrated resorts).
• Proven experience in managing internal travel services, corporate travel or membership travel arrangements is highly preferred.
• Good understanding of integrated resorts’ operations and internal stakeholder needs.

Education

• Bachelor’s degree in Hospitality Management, Tourism, or a related field.

Skills / Competencies  

• Excellent leadership, team management and organizational skills.
• Proficient in travel booking systems (e.g. GDS, air tickets, hotels, transportation) and office software (Word, Excel, PowerPoint, Outlook).
• Strong communication, negotiation and problem-solving skills, able to handle urgent and complex travel-related issues.
• Detail-oriented, responsible and able to work under pressure.
• Fluent in written and spoken Chinese (Mandarin/Cantonese) and English; proficiency in other languages is a plus.
• Familiar with local travel regulations and industry practices.
• Able to work varied shifts, including weekends and holidays