General Manager – Travel & Tourism

The General Manager – Travel & Tourism will lead and manage the entire travel division, including domestic and international tours, group trips, holiday packages, corporate travel, customer operations, marketing, and vendor relationships. The role requires strong leadership, deep industry knowledge, excellent customer service orientation, and the ability to design and execute profitable travel offerings.

The GM will oversee all teams including sales, operations, tour coordinators, customer service, logistics, and marketing. The position’s primary focus is to deliver exceptional travel experiences, maximise sales, maintain efficient operations, and scale new destinations, services, and partnerships.

Key Responsibilities

Strategic Leadership & Division Management

• Develop a strategic roadmap for expanding domestic and international travel operations.
• Establish annual revenue targets, sales KPIs, and operational goals for all teams.
• Plan new destinations, tours, and travel products based on market trends and seasonal demand.
• Ensure profitability across all travel packages and operational activities.

Sales & Business Development

• Drive overall sales performance of group tours, holiday packages, and individual travel services.
• Build and maintain corporate client portfolios for business travel, conferences, and incentive trips.
• Oversee pricing strategy for tours, ensuring competitive rates and stable margins.
• Collaborate with digital marketing teams to increase lead generation and conversion.
• Analyse sales reports weekly and develop strategies for improving booking rates.

Travel Product Creation & Package Development

• Design high-quality travel itineraries for domestic and international destinations.
• Introduce new experiences, seasonal trips, student tours, adventure packages, and luxury travel products.
• Conduct market research to identify demand trends, cost comparisons, and competitor offerings.
• Oversee content creation for brochures, social media, websites, and marketing campaigns.

Vendor, Partner & Destination Management

• Maintain relationships with hotels, airlines, transport companies, destination managers, tour guides, and travel partners.
• Negotiate contracts, rates, commissions, and service-level terms with vendors.
• Ensure smooth coordination and service delivery across all destinations.
• Build partnerships with tourism boards, travel alliances, and global suppliers.

Operations & Logistics Oversight

• Supervise operations team responsible for bookings, confirmations, logistics, ticketing, and pre-departure documentation.
• Ensure seamless execution of all group tours, including accommodation, transport, meals, activities, and ground handling.
• Monitor real-time travel operations during trips and resolve any urgent issues.
• Maintain service quality standards for guides, coordinators, and on-ground staff.

Customer Experience & Quality Assurance

• Ensure exceptional customer service before, during, and after every tour.
• Oversee handling of customer complaints, refunds, emergencies, or trip adjustments.
• Conduct customer satisfaction surveys and implement service improvements.
• Ensure all guides, coordinators, and staff follow safety protocols and SOPs.

Marketing, Branding & Campaigns

• Coordinate with the marketing department to design promotional campaigns, travel expos, and seasonal offers.
• Approve social media content, videos, and advertisements highlighting tour experiences.
• Monitor the effectiveness of marketing campaigns and adjust strategies accordingly.
• Develop loyalty programs, referral incentives, and brand-building initiatives.

Team Leadership & Human Resource Development

• Manage and supervise tourism sales teams, operations staff, logistics coordinators, and tour leaders.
• Hire, train, and evaluate employees to maintain strong performance and customer service standards.
• Conduct weekly meetings to track progress, plan trips, and assign responsibilities.
• Maintain a disciplined, ethical, and growth-focused working environment

Required Qualifications & Experience

• Bachelor’s/Master’s degree in Tourism, Hospitality, Business Management, or relevant field.
• 5–10 years of demonstrated experience in travel, tours, hospitality or tourism operations.
• Strong knowledge of international and domestic travel dynamics, suppliers, destinations, and customer preferences.
• Leadership experience with multi-team or multi-destination operations.
• Excellent negotiation, communication, and client-handling skills.
• Ability to travel frequently for vendor meetings, destination visits, and tour oversight.

Job Type: Full-time

Pay: Rs100,000.00 - Rs150,000.00 per month

Work Location: In person