Manager - Operations - Tour & Travel

Description:

Key Responsibilities:

Office Setup & Administration:

- Oversee the complete setup and day-to-day functioning of the Bangalore back-office.

- Coordinate with Admin, IT, and HR for infrastructure, compliance, and staffing requirements.

- Ensure adherence to company policies, legal compliance, and statutory requirements.

- Maintain strong coordination and reporting alignment with Dubai Headquarters.

Operations & Team Management:

- Supervise daily operations across sales support, quotations, reservations, and documentation.

- Build, mentor, and manage a high-performance support team catering to India market demands.

- Monitor KPIs, SLAs, and TAT to ensure timely responses and service quality.

- Implement workflow discipline, accountability, and productivity improvement measures.

DMC Business Expertise:

- Demonstrate in-depth knowledge of Dubai inbound DMC operations, including:

Hotel contracting and pricing

Ground handling services

Excursions and itinerary planning

- Support the Dubai operations team in quotations, confirmations, and supplier coordination.

- Collaborate with the India market sales team for lead management, quotations, and follow-ups.

- Drive cost-effective service delivery and process optimization initiatives.

Coordination & Reporting:

- Maintain consistent communication with Dubai HQ and regional market teams.

- Prepare and present weekly performance and productivity reports.

- Ensure proper organization, documentation, and secure storage of all operational data.

Continuous Improvement:

- Identify operational gaps and implement efficiency-driven solutions.

- Foster a culture of ownership, collaboration, and continuous learning.

- Recommend and implement best practices to enhance service quality and team performance.

Qualifications & Skills:

- Education: Graduate/Postgraduate in Tourism, Hospitality, or Business Administration (preferred).

- Experience: Minimum 10 years in a Destination Management Company (DMC) with proven expertise in Dubai inbound tourism.

- Strong leadership experience in managing quotations, operations, and reservations teams.

- Excellent organizational, problem-solving, and communication skills.

- Proficiency in DMC software, ERP, or CRM systems.

- Ability to handle high-pressure situations and meet tight deadlines with efficiency.

Key Competencies:

- DMC Operations Management

- Team Leadership & Mentoring

- Quotation & Pricing Expertise

- Cross-Functional Coordination

- Process Optimization & Reporting

- Customer-Centric Approach