Operations Manager

· Identify, evaluate, onboard, and maintain strong relationships with vendors including hotels, transport providers, tour operators, and activity providers.

· Manage vendor contracts, service level agreements (SLAs), and periodic performance reviews.

· Resolve vendor-related disputes and ensure compliance with quality and service standards.

· Oversee all B2B and B2C reservations for hotels, transport, tours, and activities.

· Supervise the use of reservation platforms and tools (CRS/GDS/booking engines).

· Ensure timely and accurate bookings, confirmations, and changes as per client requirements.

· Handle escalated booking issues or last-minute changes efficiently.

· Negotiate competitive rates and exclusive deals with vendors and service partners.

· Monitor market trends to ensure pricing strategies are competitive and cost-effective.

· Collaborate with the finance team to manage budgets and optimize cost-to-service ratios.

· Optimize travel itineraries, resources, and workflows to enhance efficiency and customer satisfaction.

· Analyse operational data and customer feedback to drive improvements.

· Collaborate with sales and product teams to align operations with seasonal demand and business goals.

· Prepare weekly and monthly reports on operations, team performance, vendor utilization, and customer satisfaction.

· Ensure all operational activities are compliant with industry regulations and company policies.

· Manage risk and crisis situations with contingency plans and rapid response protocols.

· Ensure smooth end-to-end service delivery for all clients (individual, corporate, and group bookings).

· Handle escalated complaints and feedback to uphold service quality and brand reputation.

· Coordinate with the customer support team for pre-trip assistance and post-trip follow-ups.