· Lead, mentor, and manage the operations and reservations team to ensure productivity and high\-quality service.
· Assign tasks, monitor performance, and conduct regular reviews and training sessions.
· Ensure team adherence to operational processes, service standards, and company policies.
· Build a positive work culture and encourage collaboration and accountability.
· 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.
· Analyze 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.
Job Type: Full\-time
Pay: ₹30,000\.00 \- ₹40,000\.00 per month
Work Location: In person
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