Head of Operations & Department – Travel & Tourism

Position Title: Head of Operations & Department

Position Overview:

The Head of Operations & Department is a key leadership role responsible for overseeing the overall performance, productivity, and service quality of the company’s travel and tourism operations. This position ensures smooth coordination between departments, maintains operational excellence, and drives growth through efficient process management, cost control, and customer satisfaction. The role requires a strategic thinker with in-depth knowledge of travel systems, operations management, and team leadership to strengthen the organization’s service standards and profitability.

Key Responsibilities:

1. Operational Management:

• Plan, direct, and oversee daily operational activities to ensure all travel and tourism functions run efficiently and effectively.
• Implement, monitor, and improve standard operating procedures (SOPs) across all operational units including ticketing, holidays, MICE, inbound/outbound, and corporate travel.
• Ensure all travel arrangements, bookings, itineraries, and services are executed accurately and timely.
• Supervise and coordinate with vendors, airlines, DMCs, hotels, and transport providers for smooth service delivery.
• Manage the workflow of operations staff, ensuring timely completion of tasks and service quality.

2. Leadership & Departmental Coordination:

• Lead, mentor, and motivate the operations team to achieve company goals and maintain high performance.
• Set departmental objectives and monitor progress against targets.
• Conduct regular team meetings to review performance, resolve operational issues, and improve communication.
• Collaborate with Sales, Marketing, Accounts, and HR departments to ensure alignment and efficiency across all divisions.
• Foster a positive and professional work culture that promotes teamwork, accountability, and continuous improvement.

3. Strategic Planning & Business Development:

• Develop short-term and long-term operational strategies aligned with company vision and market trends.
• Identify new opportunities for business development, cost optimization, and customer engagement.
• Participate in management discussions on pricing, new destinations, promotional activities, and corporate partnerships.
• Review market trends and competitor activities to ensure the company remains competitive in the travel industry.

4. Financial & Budgetary Control:

• Prepare and manage departmental budgets, operational expenses, and performance-based targets.
• Control operational costs while ensuring service quality and efficiency.
• Analyze monthly and quarterly financial reports, identify discrepancies, and implement corrective actions.
• Work closely with the Accounts Department to maintain proper billing, vendor payments, and client invoicing processes.

5. Quality Assurance & Compliance:

• Ensure compliance with UAE travel and tourism regulations, company policies, and international travel standards.
• Maintain service excellence through regular quality audits, client feedback, and performance evaluations.
• Handle escalated customer issues promptly and professionally to ensure client satisfaction.
• Ensure all company systems, including Amadeus or other GDS platforms, are used efficiently and updated regularly.

6. Reporting & Performance Review:

• Generate and present detailed operational reports, including performance analytics and KPI summaries, to senior management.
• Monitor department productivity, customer satisfaction levels, and staff efficiency.
• Recommend process improvements and innovative solutions to enhance productivity and service delivery.

Key Skills & Competencies:

• Strong leadership and organizational skills.
• Excellent communication and interpersonal abilities.
• Sound decision-making and problem-solving skills under pressure.
• In-depth knowledge of travel booking systems (Amadeus).
• Proficiency in MS Office (Word, Excel, PowerPoint).
• Analytical mindset with the ability to interpret data and create actionable strategies.
• Strong business acumen and attention to detail.

Qualifications & Experience:

• Bachelor’s or Master’s Degree in Business Administration, Tourism, or a related field.
• Minimum 5–10 years of progressive experience in travel and tourism operations, with at least 3 years in a senior leadership role.
• Proven track record in managing multi-departmental operations, preferably in a UAE-based travel agency.
• Experience in handling both corporate and leisure travel operations.

Job Type: Full-time