Operations Manager (B2B Travel)

As an Operations Manager, you will be responsible for leading and managing the overall operations of our Online B2B Hotel Booking Portal and ground services. You will oversee a team of 4–5 employees handling day-to-day booking operations, while also managing ground handling activities, including meet & assist, transfer coordination, check-in, and tour operations. This role requires a hands-on manager who can balance team leadership, direct involvement in daily operations, supplier coordination, and issue resolution — while ensuring high service standards and operational efficiency. 

Key Responsibilities 

Team Leadership & Support 

• Lead, coach, and supervise a team of operations executives to ensure accuracy, timeliness, and excellent customer service. 
• Provide on-the-job training, allocate workloads, and step in to resolve operational bottlenecks. 
• Monitor performance and foster a culture of accountability and continuous improvement. 

Ground Operations Management 

• Oversee all aspects of ground handling, including meet & assist, transfer management, customer check-in, tour coordination, guide services, and issue handling. 
• Ensure smooth delivery of ground services in line with service level agreements (SLAs). 
• Coordinate with local partners and suppliers to ensure customer satisfaction and operational efficiency. 
• Ensure compliance with safety regulations and industry standards. 

Booking & Fulfilment Oversight 

• Supervise and participate in the end-to-end booking process, ensuring accuracy and timely fulfilment. 
• Handle escalated or complex client booking requirements directly. 
• Ensure adherence to Standard Operating Procedures (SOPs) and recommend updates where necessary. 

Supplier & Client Relationship Management 

• Maintain strong relationships with hotels, bedbanks, ground handlers, and other suppliers. 
• Negotiate and resolve disputes effectively to maintain smooth operations. 
• Ensure exceptional customer service by handling escalations and complex cases promptly. 

Collaboration & Reporting 

• Work closely with sales, marketing, IT, and finance teams to align on operational requirements. 
• Support finance in reconciling receivables and supplier payments. 
• Provide regular reports on operational performance, highlighting risks, trends, and improvement opportunities. 

Quality & Process Improvement 

• Conduct regular quality checks on bookings and ground operations to maintain accuracy and consistency. 
• Identify recurring issues and implement process improvements. 
• Monitor KPIs such as booking accuracy, turnaround time, ground service quality, and customer satisfaction. 

Qualifications & Skills 

• Bachelor’s degree in tourism, Hospitality, or a related field. 
• 10 years of experience in operations within travel, DMC, or related industries, with at least 2 years in a managerial role. 
• Strong experience in both booking operations and ground operations services (Travel agency/ DMC background). 
• Proven ability to lead a small team while remaining hands-on with daily operations. 
• Excellent communication, negotiation, and interpersonal skills. 
• Strong problem-solving and decision-making abilities. 
• Ability to work under pressure and manage multiple priorities in a fast-paced environment