• Service Delivery: Ensure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner. Monitoring and managing system support; ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery, taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews, taking accountability for service delivery performance, meeting customer expectations, and driving future demand. 

• Performance and Quality Management: Recommend methods of improvement and seeing that actions are implemented on time for service delivery upgrades, providing accurate and regular reports to the management on performance of the service delivery, leading personnel management, including staff recruitment, performance assessment, training, and mentoring, show In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery. 

• Vendor Relationship: Ensure smooth coordination with airlines and land service partners to facilitate booking finalization/confirmation/amendments.

DESIRED EXPERTISE AND EXPERIENCE

• Good understanding of the B2B and B2C market – at least 5-year experience gained from any B2B company.

• Preferably knowledgeable and skilled in Global Distribution System (Sabre/Amadeus), hotel extranet facilities and other widely used travel systems

DESIRED EDUCATIONAL QUALIFICATIONS

• Candidate must possess at least a Bachelor's/College Degree in Hospitality/Tourism/Hotel Management or any equivalent degree

PREFERRED SKILLS AND ATTITUDE

• Good communication skills (written and oral)

• Highly analytical and good organizational skills

• Superb leadership and interpersonal skills

• Solid resource planning and problem-solving skills

• Readiness to demonstrate a proactive attitude