Operations Executive

Operations Executive

The Operations Executive is responsible for managing and executing all travel-related bookings and operational processes within the agency. This role ensures the smooth coordination between suppliers, sales agents, customer service representatives, and the accounts department to deliver an exceptional client experience while maintaining efficiency, accuracy, and profitability on every booking.

Key Responsibilities

• Airline & Hotel Bookings:

Handle all flight, hotel, and accommodation reservations accurately and efficiently through the agency’s booking platforms, supplier portals, or direct contacts.

• Tours, Transfers & Excursions:

Book daily tours, transfers, activities, and excursions as per client itineraries, ensuring all services are confirmed, properly documented, and communicated to both clients and suppliers.

• Supplier Management:

Communicate and negotiate with local and international DMCs, hotel partners, and tour suppliers to secure the best rates and ensure timely confirmations. Maintain professional relationships and follow up on pending requests and special client requirements.

• Voucher & Documentation:

Prepare and issue service vouchers, invoices, itineraries, and travel confirmations accurately. Ensure all documents are properly checked before sharing with clients or sales agents.

• Client Service Coordination:

Follow up with clients during their trips for updates, confirm driver arrivals and tour schedules, and ensure smooth service delivery throughout the journey.

• Amendments & Changes:

Process booking changes (date modifications, service upgrades, cancellations, etc.) promptly while ensuring clear communication with both suppliers and the sales team.

• Financial Record Keeping:

Maintain organized booking records, tracking supplier costs, client payments, and profit margins per file. Update operational reports and ensure all accounting data aligns with the finance department.

• Cross-Department Coordination:

Work efficiently and collaboratively with the Sales, Customer Service, and Accounts departments to ensure all confirmed clients have their travel plans executed correctly and on time. Support pre-departure follow-ups and post-travel feedback collection.

• Payment Plan Management:

Organize and monitor bookings made under installment or payment plan systems, ensuring that all balances are collected and supplier payments are made before travel dates.

• Crisis Handling:

Provide quick operational support in case of last-minute changes, flight delays, missed connections, or service complaints. Liaise with suppliers to find the best alternative solutions.

• Compliance & Quality Control:

Ensure all bookings comply with company policies, travel regulations, and supplier terms. Maintain a high standard of accuracy and professionalism in every transaction.

Requirements & Skills

• Proven experience in travel operations or a similar role within a travel agency or DMC.

• Strong knowledge of flight, hotel, and tour booking systems (RateHawk, TBO, HotelRack, etc.).

• Excellent communication and negotiation skills.

• Fluent in both English and Arabic (written and spoken) — this is a must.

• Ability to handle multiple bookings and tight deadlines with precision.

• Detail-oriented, organized, and proactive in problem-solving.

• Strong teamwork attitude and ability to collaborate across departments.

• Intermediate to advanced skills in Excel or Google Sheets for cost/profit tracking.

• Flexible and able to manage after-hours coordination when required for ongoing client travel cases.