We are seeking an experienced Manager & Sr. Manager in the travel industry to manage and guide a team of travel professionals. This role involves maintaining high service standards, addressing client concerns, and driving business growth through strategic sales initiatives. You will be responsible for mentoring your team, resolving complex issues, and ensuring smooth day-to-day operations.
Key Responsibilities:
• Team Leadership & Support:
Provide leadership and support to the team, ensuring service standards are met, client concerns are handled effectively, and consistent performance is maintained. Act as the primary point of escalation to resolve customer issues promptly.
• Client Management & Resolution:
Assist the team in managing challenging client scenarios, tight deadlines, and critical situations, such as disputes or cancellations, while safeguarding the company’s reputation.
• Revenue Generation:
Identify upselling and cross-selling opportunities to meet additional client needs, contributing to overall revenue growth.
• Process & SOP Adherence:
Ensure strict adherence to Standard Operating Procedures (SOPs) within the team. Regularly evaluate and suggest improvements to enhance and streamline processes.
• Quality Assurance & Monitoring:
Monitor client interactions to ensure high-quality service delivery and maintain client satisfaction.
• Team Development:
Lead induction training for new team members, offer ongoing mentorship, and recognize top performers to keep the team motivated and boost performance.
• Financial Oversight & Reporting:
Conduct profit and loss analysis for each booking and prepare monthly team-wise P&L reports. Ensure the team meets financial targets while upholding service quality.
• Cross-Department Collaboration:
Collaborate with sales, operations, and destination managers to ensure smooth workflow, contribute to competitive package designs, and provide insights for management strategy discussions.
• Feedback & Continuous Improvement:
Gather post-tour client feedback and implement actionable improvements. Encourage positive client reviews to enhance the company’s online reputation.
Experience & Qualifications:
• 5+ years of experience in a team leadership role within the travel industry. • Strong background in sales, client management, and team development. • Proven ability to handle complex client issues and drive business growth. • Excellent communication, negotiation, and interpersonal skills. • Ability to analyze financial performance and manage monthly P&L reporting.
