Executive – Travel Operations

Overview

The Executive – Wholesales is responsible for managing day to day operations, ensuring smooth execution of tasks and timelines, and delivering exceptional service to clients. The role involves overseeing the operational aspects of e-commerce and wholesale activities, adhering to company procedures, and driving efficiency in task management and execution.

Responsibilities

• OPERATIONAL EXECUTION : Handle all enquiries (walk-in, telephone, and e-mail) related to e-commerce and wholesale products, including flights, hotels, tours, car rentals, insurance, and cruises. Execute bookings, issue tickets, and manage reservations for clients across all e-commerce and wholesale platforms. Monitor the smooth running of operations and proactively address any issues to maintain service standards. Collaborate with the Manager to implement operational improvements that enhance efficiency and customer satisfaction. Ensure compliance with company procedures, client Service Level Agreements (SLAs), and policies.
• TASK & TIMELINE MANAGEMENT : Organize and manage daily operational tasks to meet deadlines and achieve business objectives. Develop and maintain task schedules, ensuring timely completion of deliverables. Track the progress of assigned tasks and escalate any delays or challenges to the Manager for resolution. Use task management tools or related documents to effectively organize, monitor, and prioritize workload. Provide regular updates to the Manager on task progress and timelines.
• CLIENT & STAKEHOLDER MANAGEMENT : Respond promptly and professionally to client requests, ensuring high levels of customer satisfaction. Liaise with customers, suppliers, and internal teams to facilitate smooth communication and collaboration. Build and maintain rapport with airlines, hoteliers, and other partners to secure competitive offerings and ensure service reliability. Handle customer complaints effectively, escalating critical issues to manager or senior management when necessary. Safeguard client and company confidential information, ensuring data is handled securely and in compliance with regulations.
• PERFORMANCE IMPROVEMENT : Provide feedback on improving operational processes to enhance efficiency and customer experience. Support team training initiatives to ensure colleagues are equipped with up-to-date knowledge and tools. Participate in post-project reviews to identify learnings and drive continuous improvement.
• EVENT & CAMPAIGN SUPPORT : Assist in the planning and execution of travel talk events, trade shows, travel fairs, and marketing campaigns (e.g., MATTA Fair). Coordinate logistics and operational details to ensure successful event participation. Act as a point of contact during events, addressing client inquiries and providing product information.
• ADMINISTRATIVE & MISCELLANEOUS TASKS : Prepare and maintain accurate records of bookings, transactions, and client interactions. Ensure Standard Operating Procedures (SOPs) are consistently adhered to. Perform any other duties assigned by the Manager or company management.

Job Specification

Minimum Academic / Professional Qualification

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