About the role:
Travel Connection is looking for an Operations Manager to take ownership of travel operations from sales handover to post-trip closure. You will manage vendors, trip costs, booking data, client communication and on-tour issues, while coordinating the team for smooth execution.
The main priority is to reduce avoidable costs, protect trip margins and improve efficiency while maintaining the service and experience promised to every client.
Key responsibilities:
1. Cost control and profitability
- Negotiate competitive rates with hotels, transport providers, houseboat operators, guides and activity providers, along with favourable payment and cancellation terms.
- Compare total vendor costs for equivalent services, including taxes, inclusions and extra charges. Identify savings through better sourcing and advance planning.
- Maintain trip budgets, compare quoted costs with actual spending, and flag overruns or margin gaps before committing additional expenses.
- Verify vendor bills with accounts and prevent duplicate payments, missed cancellation deadlines and unnecessary last-minute spending.
- Track refunds, credits and vendor recoveries until they are received and recorded.
2. Vendor management
- Build and maintain a dependable network of hotels, transporters, drivers, guides and local destination partners.
- Maintain backup vendors for essential services to handle availability issues and last-minute disruptions.
- Keep vendor rates, seasonal validity, inclusions, cancellation terms, contact details and written booking confirmations up to date.
- Monitor vendor pricing, punctuality and service quality. Resolve service failures, negotiate appropriate refunds or credits, and replace unreliable partners.
3. Trip execution and operational efficiency
- Take a complete handover from sales covering the itinerary, guest details, special requests, payment status and all commitments made to the client.
- Oversee bookings, vouchers, transfers, driver details and service reconfirmations. Ensure every trip is ready before departure.
- Assign tasks, follow up on deadlines and coordinate sales, operations, accounts and vendors.
- Use checklists and standard processes to reduce booking errors, repeated work, delays and avoidable expenses.
4. Data management and reporting
- Maintain accurate booking records, vendor rate sheets, costing files, confirmations, payment trackers, invoices, refunds and complaint logs.
- Keep Excel, Google Sheets or CRM records current, organised and accessible to authorised team members.
- Share regular reports on active trips, verified cost savings, budget variances, vendor performance and pending actions.
- Use operational data to identify recurring expenses, service issues and opportunities to improve efficiency.
- Handle client information and commercial records responsibly.
5. Client crisis management
- Take ownership of hotel issues, vehicle breakdowns, delays, itinerary disruptions and service complaints.
- Arrange suitable alternatives quickly and keep clients informed until the issue is resolved.
- Protect client safety and trip continuity while managing additional costs within approved limits.
- Escalate serious incidents and expenses requiring approval promptly.
- Record incidents, decisions, expenses and outcomes; coordinate vendor recoveries and address recurring causes.
- Support urgent on-tour issues through agreed duty and escalation arrangements.
6. After-sales client communication
- Own client communication after booking, before departure, during travel and through post-trip closure.
- Share confirmations, travel instructions, driver details, itinerary changes and payment reminders clearly and on time.
- Coordinate amendments and explain applicable charges before confirming changes.
- Follow up on client feedback, complaints and refund updates.
- Ensure every pending client issue is tracked, followed up and closed with clear communication.
What we are looking for
- Proven experience in a travel agency, tour operator or destination management company, with hands-on responsibility for trip operations.
- Strong vendor negotiation and trip costing skills, with evidence of reducing costs while maintaining service standards.
- Confidence using Excel or Google Sheets for formulas, cost comparisons, trackers and reports.
- Clear communication in Hindi and English.
- Calm judgement during disruptions and the ability to manage multiple active trips.
- Strong team coordination, attention to detail and consistent follow-through.
How success will be measured
- Cost savings and profitability: Verified savings, stronger trip margins and fewer avoidable overruns.
- Operational efficiency: Timely confirmations, departures prepared on schedule and fewer preventable errors.
- Vendor performance: Competitive pricing, reliable delivery and fulfilment of agreed services.
- Client support: Prompt updates, effective complaint resolution and positive post-trip feedback.
- Data accuracy and closure: Updated records, timely reconciliation, and closure of refunds, vendor recoveries and pending client issues.
Cost savings must be measured after additional expenses and must preserve agreed service standards and client safety.