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