Operations Manager

Job Description

Title: Operations Manager

Company Name: Haven Holiday Ventures Limited

Vacancy: --

Age: 19 to 90 years

Job Location: Dhaka (Mirpur)

Salary: Tk. 50000 - 70000 (Monthly)

Experience:

• At least 10 years
• The applicants should have experience in the following business area(s): Travel Agent, Tour Operator, Immigration/Visa Processing, Transport Service, Travel Startup

• MSC in CSE

• Master’s degree in Business Administration, Tourism & Hospitality Management, Travel & Tourism Management, Marketing & Aviation Management

• IATA/GDS certification will be an added advantage.

• Professional certifications are highly preferred:

  • IATA Foundation / Consultant

  • Amadeus, Sabre, or Galileo GDS Certification

  • BSP (Billing and Settlement Plan) knowledge

  • Airline ticketing and reservation certification

• At least 10 years
• The applicants should have experience in the following business area(s): Travel Agent, Tour Operator, Immigration/Visa Processing, Transport Service, Travel Startup

• Age 19 to 90 years

• Minimum 10 years of experience in the Travel & Tourism industry.

• At least 6 years in a managerial or supervisory role in an Online Travel Agency (OTA), Travel Agency, Tour Operator, or Airline.

• Proven experience in:

  • Domestic & International Tour Operations

  • Air Ticketing (GDS)

  • Visa Processing

  • Hotel Reservations

  • Holiday Package Management

  • Corporate Travel Management

  • Customer Service Operations

• Hands-on experience with:

  • OTA booking platforms

  • GDS systems (Amadeus, Sabre, Galileo)

  • API-based booking systems

  • CRM and ERP software

  • Vendor and supplier management

  • Airline and hotel negotiations

• Experience managing teams of 20–40 employees is preferred.

Required Skills

• Leadership and team management

• Travel industry knowledge

• OTA platform management

• GDS knowledge (Amadeus, Sabre, Galileo)

• Customer service excellence

• Problem-solving and decision-making

• Communication and negotiation

• Financial and analytical skills

• Time management

• Microsoft Excel and reporting

• CRM and booking software proficiency

Key Performance Indicators (KPIs)

• Booking accuracy rate

• Customer satisfaction (CSAT)

• Response time to customer inquiries

• Booking conversion rate

• Refund processing time

• Cancellation rate

• Revenue growth

• Gross profit margin

• Supplier performance score

• Complaint resolution time

• Team productivity

• Website booking success rate

Required Technical Skills

• Strong knowledge of:

  • OTA business operations

  • IATA and BSP procedures

  • Airline fare rules

  • Visa regulations

  • Travel insurance

  • Hotel contracting

  • Tour costing and pricing

• Proficiency in:

  • Microsoft Office (Excel, Word, PowerPoint) and Others

  • Google Workspace

  • CRM software

  • Reservation systems

  • Reporting and dashboard preparation

Leadership & Soft Skills

• Excellent leadership and team management abilities.

• Strong communication in English and Bangla.

• Decision-making and problem-solving skills.

• Customer-focused mindset.

• Negotiation and vendor management skills.

• Time management and multitasking ability.

• Ability to work under pressure and meet deadlines.

• Strategic planning and operational excellence.

Preferred Industry Experience

Candidates with experience in any of the following organizations will be given preference:

• Online Travel Agencies (OTA)

• IATA Accredited Travel Agencies

• Tour Operators

• Destination Management Companies (DMC)

• Corporate Travel Management Companies

Preferred Knowledge

• IATA & BSP operations

• Airline fare construction

• Visa documentation and embassy procedures

• International travel regulations

• Travel insurance

• Revenue management

• Yield management

• Customer experience management

• Digital travel technologies

• Online booking engines

• API integrations

• Performance KPI management

Additional Requirements

• Excellent interpersonal and organizational skills.

• Strong analytical and leadership capabilities.

• Ability to manage multiple departments simultaneously.

• Excellent presentation and business communication skills.

• Ability to work under pressure and meet organizational goals.

• Positive attitude with strong decision-making ability.

• High level of integrity, professionalism, and accountability.

• Willingness to travel for official purposes when required.

Daily Operations Management

• Supervise daily OTA operations.

• Ensure all departments work efficiently.

• Monitor booking, cancellation, refund, and modification processes.

• Resolve operational issues quickly.

Booking Management

• Oversee domestic and international flight bookings.

• Manage hotel reservations.

• Supervise visa processing operations.

• Coordinate tour package bookings.

• Monitor transport and transfer arrangements.

Supplier & Vendor Management

• Maintain relationships with:

  • Airlines

  • Hotels

  • GDS providers

  • Tour operators

  • Transport companies

  • Visa partners

• Negotiate competitive rates.

• Monitor supplier performance.

• Ensure contract compliance.

Team Management

• Lead and supervise:

  • Reservation Executives

  • Visa Officers

  • Tour Consultants

  • Customer Support Team

  • Ticketing Officers

• Assign daily tasks.

• Conduct staff training.

• Evaluate employee performance.

Customer Service Management

• Handle VIP and escalated customer cases.

• Ensure fast response to inquiries.

• Improve customer satisfaction.

• Monitor customer feedback and reviews.

• Resolve complaints professionally.

Sales Support

• Work closely with the sales team.

• Ensure travel products are available.

• Support promotional campaigns.

• Monitor sales targets.

• Improve conversion rates.

Product Management

• Develop and update:

  • Tour packages

  • Hotel inventories

  • Flight offers

  • Holiday promotions

• Ensure pricing accuracy.

• Monitor competitor offerings.

Website & OTA Platform Management

• Ensure travel products are updated on the website.

• Monitor booking engine functionality.

• Coordinate with the IT team to fix technical issues.

• Improve website user experience.

• Ensure accurate content and pricing.

Financial Control

• Monitor operational expenses.

• Approve refunds (within authority).

• Verify supplier invoices.

• Reconcile bookings and payments.

• Control operational costs.

Quality Assurance

• Maintain service standards.

• Review booking accuracy.

• Conduct regular audits.

• Ensure compliance with company policies.

Reporting

Prepare daily, weekly, and monthly reports, including:

• Sales Report

• Booking Report

• Refund Report

• Cancellation Report

• Customer Complaint Report

• Staff Performance Report

• Revenue Report

• Supplier Performance Report

Compliance & Documentation

• Ensure compliance with:

  • Civil Aviation Authority regulations

  • IATA procedures (if applicable)

  • Local tourism regulations

  • Company policies

• Maintain proper documentation.

Risk Management

• Handle travel disruptions.

• Manage flight schedule changes.

• Coordinate during emergencies.

• Develop contingency plans.

Technology Management

• Supervise OTA systems such as:

  • GDS (Amadeus, Sabre, Galileo)

  • CRM

  • Booking engines

  • Payment gateways

• Coordinate system upgrades and testing.

Process Improvement

• Identify operational bottlenecks.

• Implement automation where possible.

• Improve workflow efficiency.

• Reduce booking errors.

• Enhance customer experience.

• As per company policy