Travel Agency Manager

1 week ago

Singapore RMR INTERNATIONAL PRIVATE LIMITED Full time

**Summary**:
Lead and grow the travel business end-to-end: sales, operations, product design, supplier partnerships, compliance, and team performance. Own the P&L and ensure exceptional customer experience across leisure, corporate, MICE, and inbound/outbound segments.

**Key Responsibilities**:

- **Sales & Business Growth**:Set targets, manage pipeline, drive B2B/B2C sales, key accounts, and channel partnerships; plan promotions and bundles.
- **Operations Management**:Oversee enquiries quotation booking ticketing invoicing after-sales; ensure SLA adherence and zero booking errors.
- **Product & Itinerary Design**:Curate packages, FIT/GIT tours, MICE programs; negotiate value-adds with airlines, hotels, DMCs, cruise lines, attractions.
- **Supplier & Inventory**:Source, evaluate, and contract suppliers; monitor rates, allotments, black-out dates, fare rules, and cancellation policies.
- **Customer Experience**:Handle VIP/complex cases, escalations, service recovery, and feedback loops; maintain high CSAT/NPS.
- **Financial Control**:Forecast and track revenue, gross margins, overrides, commissions; approve refunds/ADMs/ACMs; ensure timely collections and supplier payments.
- **Compliance & Risk**:Ensure compliance with **STB**licensing, **PDPA**data protection, travel advisories, insurance, and health/safety requirements.
- **People Leadership**:Recruit, coach, roster, and appraise consultants/ticketing staff; run training on GDS, fares, and service standards.
- **Technology & Tools**:Own CRM and booking stack; optimize use of **Amadeus/Sabre/Galileo**, mid-/back-office, e-payments, and reporting dashboards.
- **Marketing & Branding**:Coordinate digital campaigns, SEO/SEM, social content, partnerships, and trade shows.
- **Reporting**:Prepare weekly/monthly performance reports and actionable insights for management.

**Qualifications**:

- Diploma/Degree in Tourism, Hospitality, Business, or related field.
- **3-6 years**in a travel agency/tour operator with at least **2 years**in a supervisory role.
- Proficiency in a GDS (Amadeus/Sabre/Galileo) and ticketing/fare construction; strong Excel/Sheets skills.
- Solid knowledge of corporate travel policies, visa/permit processes, travel insurance, and crisis handling.
- Strong negotiation, communication, and stakeholder management skills; customer-first mindset.

**Preferred (Nice to Have)**:

- Experience in corporate travel/MICE and inbound Singapore products.
- Familiarity with APIs/OTA platforms, NDC, and dynamic packaging.
- IATA or equivalent certification.

**KPIs / Performance Metrics**:

- Monthly revenue & **gross margin %**:

- Lead-to-booking **conversion rate**:

- **On-time quotation**turnaround (e.g., within 24 hours)
- **Repeat booking rate**/ retention
- **NPS/CSAT**and complaint rate
- Booking accuracy (ADM/ACM incidence)
- **AR days**and on-time supplier payments

**Working Conditions**:

- Full-time; rostered hours including weekends/PHs during peak seasons.
- May require after-hours support for flight disruptions or group travel.

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