Supervisor, Travel Operations

Job Description

POSITION SUMMARY:

The Supervisor, Travel Operations leads daily frontline operations and ensures accurate, customer-focused service for business travellers, resort members and customers. The role allocates work and roster coverage, oversees complex cases, controls booking, payment and refund processes, and develops team capability. The position monitors frontline performance, supplier service and compliance, escalating material risks and approval matters to the Manager.

PRIMARY RESPONSIBILITIES:

·         Lead daily counter operations, workload allocation, roster coverage, handovers and outstanding-case monitoring.

·         Oversee complex and high-value arrangements and approve operational actions within delegated authority.

·         Resolve escalated complaints, disruptions, supplier disputes, refunds and service-recovery cases; escalate compensation or exceptions beyond authority.

·         Review daily sales, voids, refunds, payments and reconciliation reports and investigate discrepancies.

·         Monitor travel-policy compliance and refer exception requests to the Manager.

·         Monitor supplier service delivery and raise performance concerns or contractual issues to the Manager.

·         Lead frontline response during major disruptions and emergency travel situations.

·         Monitor booking accuracy, complaint trends, outstanding cases and control risks, ensure compliance with service standards and internal policies.

·         Train, coach and guide colleagues; maintain SOPs, checklists and corrective actions.

·         Identify recurring issues and recommend workflow and control improvements.

·         Ensure to comply with Company information-security standards, personal-data privacy requirements and payment-card handling procedures.

·         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 3 years of relevant experience with at least 1 year in a supervisory or team-lead capacity.

Education

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

Skills / Competencies

·         Advanced GDS (Global Distribution System), ticketing, travel-regulation and operational-control knowledge.

·         Leadership, rostering, coaching and performance-monitoring capability.

·         Sound judgement in escalation, risk and financial controls.

·         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