CONTROLLER OPERATIONS & FULFILLMENT (GULF AIR HOLIDAYS)

Responsible for day-to-day operations and ensuring smooth coordination amongst all teams: booking, reservation, and support.

Handling booking Changes with Suppliers.

Executing and issuing travel documents for groups, personalized itineraries, etc.

Handling Disruptions (Large scale).

Getting all offline vouchers & tickets and others from suppliers.

Handling all refunds & compensations (3rd Party related).

Handling Visa Processing.

Preparing periodic reports (weekly, monthly) to be shared with the product development team to enhance service level & improve suppliers quality of delivery.

Handle B2B and agent requests.

Handling all offline requests & dealing with suppliers to get the best possible rates & adding margins accordingly.

Actively seek opportunities to enhance existing practices, working in collaboration with the global Travel Operations team to ensure that systems, processes, and procedures are functioning effectively and are aligned worldwide.

Recognize and address capacity issues by actively overseeing and managing workloads to ensure timely delivery, especially during peak departure periods.

Collaborate closely with the sales team to ensure the smooth execution of group travel plans.

Lead and/or assist in the design and execution of projects on an ad-hoc or annual basis, such as the system improvement project and the annual room allocation for group tours.

Interact with vendors to gather detailed information regarding group travel schedules and related pricing structures.

Build and sustain vendor relationships while successfully negotiating favorable terms and pricing for group bookings.

Ensure that processes are in place to minimize operational costs while maintaining high levels of customer service and execution of packages.

Direct and manage daily operational activities, ensuring the effective delivery of travel services, compliance with company standards, and adherence to industry regulations.

Tackle and resolve operational challenges, discrepancies, and issues promptly and effectively. Employ analytical and problem-solving skills to address complex situations.

Gather and evaluate operational data, performance metrics, and key indicators to extract insights that inform decision-making.

Contribute to data-driven strategies aimed at improving operational performance.

Monitor package fulfillment and logistics to ensure orderly and efficient service delivery to individual, corporate, and charter customers.

Play a crucial role in providing outstanding customer experiences by ensuring impeccable operational execution, timely service delivery, and effective communication with clients. -

Remain informed about industry trends, emerging technologies, and operational best practices. Implement innovative strategies to enhance operational processes and maintain a competitive advantage.

Prepare regular reports detailing operational performance, challenges, and opportunities. Keep accurate records and documentation to support operational decision-making.

Carry out any other tasks assigned by management.

At least 3 to 4 years working in leisure or corporate travel management environment, process, and operations management (travel management company, large organization with significant travel volume). A good volume of relationships and network of contacts with suppliers across various markets.

Preferably a bachelor's degree in the field of marketing, hospitality, commerce or accounting.

Minimum a diploma in any of the relevant fields. IATA Certification in Ticketing is desirable.

Advanced proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, Teams, and SharePoint.

Exceptional productivity and accuracy, proficient in achieving a significant amount of work at a high standard under pressure. Excellent communication and interpersonal skills, effective in emails, face-to-face interactions, negotiation, sales, and telephone conversations. (Proficiency in English and Arabic, both written and spoken is highly desirable.)

Highly developed problem-solving abilities, demonstrating initiative and confidence. Capable of working independently while managing multiple complex tasks concurrently.