Summary
Lead and grow the travel business end-to-end: sales, operations, product design, supplier partnerships, compliance, and team performance. Own the P&L and ensure exceptional customer experience across leisure, corporate, MICE, and inbound/outbound segments.
Key Responsibilities
- Sales & Business Growth: Set targets, manage pipeline, drive B2B/B2C sales, key accounts, and channel partnerships plan promotions and bundles.
- Operations Management: Oversee enquiries quotation booking ticketing invoicing after-sales ensure SLA adherence and zero booking errors.
- Product & Itinerary Design: Curate packages, FIT/GIT tours, MICE programs negotiate value-adds with airlines, hotels, DMCs, cruise lines, attractions.
- Supplier & Inventory: Source, evaluate, and contract suppliers monitor rates, allotments, black-out dates, fare rules, and cancellation policies.
- Customer Experience: Handle VIP/complex cases, escalations, service recovery, and feedback loops maintain high CSAT/NPS.
- Financial Control: Forecast and track revenue, gross margins, overrides, commissions approve refunds/ADMs/ACMs ensure timely collections and supplier payments.
- Compliance & Risk: Ensure compliance with STB licensing, PDPA data protection, travel advisories, insurance, and health/safety requirements.
- People Leadership: Recruit, coach, roster, and appraise consultants/ticketing staff run training on GDS, fares, and service standards.
- Technology & Tools: Own CRM and booking stack optimize use of Amadeus/Sabre/Galileo, mid-/back-office, e-payments, and reporting dashboards.
- Marketing & Branding: Coordinate digital campaigns, SEO/SEM, social content, partnerships, and trade shows.
- Reporting: Prepare weekly/monthly performance reports and actionable insights for management.
Qualifications
- Diploma/Degree in Tourism, Hospitality, Business, or related field.
- 3-6 years in a travel agency/tour operator with at least 2 years in a supervisory role.
- Proficiency in a GDS (Amadeus/Sabre/Galileo) and ticketing/fare construction strong Excel/Sheets skills.
- Solid knowledge of corporate travel policies, visa/permit processes, travel insurance, and crisis handling.
- Strong negotiation, communication, and stakeholder management skills customer-first mindset.
Preferred (Nice to Have)
- Experience in corporate travel/MICE and inbound Singapore products.
- Familiarity with APIs/OTA platforms, NDC, and dynamic packaging.
- IATA or equivalent certification.
KPIs / Performance Metrics
- Monthly revenue & gross margin %
- Lead-to-booking conversion rate
- On-time quotation turnaround (e.g., within 24 hours)
- Repeat booking rate / retention
- NPS/CSAT and complaint rate
- Booking accuracy (ADM/ACM incidence)
- AR days and on-time supplier payments
Working Conditions
- Full-time rostered hours including weekends/PHs during peak seasons.
- May require after-hours support for flight disruptions or group travel.
