- The Travel Operations Officer is responsible for coordinating, managing, and executing daily travel operations to ensure seamless service delivery to clients. The role involves handling bookings, reservations, itinerary management, operational support, supplier coordination, customer service, documentation, and post-booking follow-up across local and international travel services.
- The ideal candidate must possess strong organizational skills, attention to detail, problem-solving ability, and experience working within the travel, tourism, airline, or hospitality industry.
Travel Booking & Reservations
- Process flight reservations and ticketing using GDS systems where applicable
- Coordinate hotel bookings, airport transfers, tours, and travel packages
- Manage visa support processes and travel documentation requirements
- Handle amendments, cancellations, refunds, and reissues
- Ensure accuracy of all bookings before confirmation
- Coordinate daily travel operations and monitor service delivery
- Liaise with airlines, hotels, embassies, transport providers, and other vendors
- Ensure all operational timelines and client deadlines are met
- Monitor active bookings and resolve operational issues promptly
- Maintain accurate operational records and booking logs
Client Support & Relationship Management
- Respond to customer inquiries professionally and promptly
- Provide travel advice, itinerary guidance, and operational support
- Handle customer complaints and escalations effectively
- Ensure high customer satisfaction throughout the travel process
- Conduct post-travel follow-up where necessary
Itinerary & Documentation Management
- Prepare detailed travel itineraries
- Verify travel requirements including:
- Visa requirements
- Passport validity
- Transit regulations
- Travel insurance requirements
- Ensure all client travel documents are properly issued and delivered
Vendor & Supplier Management
- Maintain relationships with airlines, hotels, DMCs, embassies, and travel partners
- Monitor vendor performance and service quality
- Assist in negotiating rates and operational agreements
- Track supplier invoices and remittance records
Reporting & Administrative Duties
- Prepare operational reports and booking summaries through the use of Internal Systems
- Maintain proper documentation and filing systems
- Update internal systems with accurate operational data
- Assist with profitability tracking and operational analytics
Compliance & Quality Control
- Ensure compliance with company policies and travel regulations
- Maintain confidentiality of client information
- Ensure all operational activities meet service quality standards
- Stay updated on travel advisories, airline policies, and immigration changes
- Bachelor's Degree or HND in:
- Travel & Tourism Or related field
- Minimum of 1 - 3 years experience in:
- Travel agency operations
- Airline reservations
- Tourism operations
- Corporate travel management
Experience with international travel operations is an added advantage.
Required Skills & Competencies
- Knowledge of GDS systems (Galileo, Amadeus, Sabre, etc.)
- Ticketing and reservation management
- Microsoft Office proficiency
- Email and CRM management
- Understanding of visa and travel documentation processes
- Strong communication and interpersonal skills
- Excellent customer service orientation
- Attention to detail and accuracy
- Time management and multitasking ability
- Problem-solving and crisis management skills
- Ability to work under pressure
Key Performance Indicators (KPIs)
The Travel Operations Officer will be assessed based on:
- Booking accuracy rate
- Customer satisfaction level
- Response and resolution time
- Operational efficiency
- Vendor coordination effectiveness
- Revenue/profit contribution support
- Compliance with operational procedures