Supervisor, Travel Operations

POSITION SUMMARY:

The Supervisor, Travel Operations is responsible for managing and maintain the travel agent counters operations in Melco Properties, to provide professional travel consultation and arrangement services for internal business travel, resort members and customers, ensuring a high standard of customer service is delivered.

PRIMARY RESPONSIBILITIES:

• Book and confirm travel services, coordinate with suppliers (airlines, hotels, ground transportation) to ensure smooth travel arrangements.
• Understand customer needs (travel destination, schedule, budget, preferences) and customize travel plans (air tickets, hotels, transportation, itineraries) accordingly, include but not limited to assist with customers’ relevant passport and visa requirement, travel insurance, etc.
• Handle travel changes, cancellations and emergency situations (e.g., flight delays, hotel overbooking) in a timely manner.
• Use promotional techniques and prepare promotional materials to sell itinerary tour packages.
• Maintain records of travel arrangements, update customer information and provide after-service follow-ups.
• Provide relevant information, brochures and publications (guides, local customs, maps, regulations, events, etc.) to travellers.
• Book transportation, make hotel reservations and collect payment / fees.
• Handle cash transactions and maintain accurate records.
• Plan and sell transportations, accommodations and other travel services.
• Assist Manager in training new colleagues and optimizing service processes.
• Serve as the departmental trainer include but not limited to system usage, booking procedures and related SOPs.
• Ensure compliance with service standards and 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 3 years of experience in a travel agency, corporate travel department or hospitality industry.
• Experience in handling business travel or high-end membership travel arrangements is preferred.
• Familiar with travel booking processes and supplier coordination.

Education

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

Skills / Competencies  

• Proficient in travel booking systems (e.g. GDS, air tickets, hotels, transportation) and office software (Word, Excel, PowerPoint, Outlook).
• Strong professional knowledge of travel routes, hotels, transportation and travel regulations.
• Excellent communication, consultation and customer service skills, able to build good relationships with internal stakeholders, members and customers.
• Detail-oriented, proactive and able to work independently and efficiently.
• Fluent in written and spoken Chinese (Mandarin/Cantonese) and English, proficiency in other languages is a plus.
• Ability to handle multiple tasks simultaneously.
• Able to work varied shifts, including weekends and holidays