The Assistant General Manager (AGM) – Tours plays a pivotal role in providing operational leadership for the Tours Division, focusing on sustained growth, operational efficiency, profitability, and strategic scalability. As the operational core of the department, this position guarantees flawless execution in handling inquiries, quotations, reservations, cost management, allocations, supplier relations, and client service delivery.
The preferred candidate is a results-oriented manager with a strong commercial focus, systematic approach, and proven operational resilience. In partnership with the General Manager, the Assistant General Manager assumes complete accountability for departmental design, team productivity, CRM adherence, costing tool enhancement, and strategic service recovery initiatives.
Oversee and execute critical duties to ensure operational excellence, including managing project timelines, coordinating with cross-functional teams, and maintaining compliance with industry standards. Drive strategic initiatives by analyzing performance metrics and implementing data-driven improvements. Serve as a liaison between leadership and staff, facilitating clear communication and fostering collaboration. Ensure all processes adhere to regulatory requirements while optimizing efficiency and productivity. Monitor team progress, provide constructive feedback, and mentor employees to enhance skill development and job satisfaction.
Department leadership and operational oversight entail the strategic direction, management, and monitoring of organizational functions to ensure alignment with business objectives and operational efficiency. This role requires overseeing departmental performance, setting clear goals, and implementing policies that foster productivity and accountability. Key responsibilities include analyzing operational metrics, identifying areas for improvement, and coordinating cross-functional teams to drive cohesive execution. Additionally, the position demands robust problem-solving skills, data-driven decision-making, and the ability to mentor and develop team members to enhance overall departmental effectiveness.
Orchestrate the Tours Division’s operational workflows, ensuring seamless day-to-day management and leadership across all activities.
Ensure seamless coordination throughout every phase of the booking process, including generating quotations, calculating costs, managing reservations, issuing confirmations, arranging logistics, and handling documentation.
Implement and sustain a culture of operational discipline, accountability, and efficiency to ensure consistent service delivery across all operational teams.
Serve as the key operational escalation resource for intricate travel arrangements, service rectification, and critical client issues.
Regularly assess and enhance departmental workflows, task assignments, and organizational structures to ensure maximum efficiency and effectiveness.
We are seeking a dynamic leader committed to building and nurturing high-performing teams, as well as fostering the growth of future leaders. This role focuses on cultivating a collaborative environment where team members thrive, while also identifying and developing leadership potential within the organization. The ideal candidate will excel in coaching, mentoring, and empowering individuals to reach their full potential, ensuring alignment with strategic objectives and driving sustainable team success.
Oversee, guide, mentor, and enhance the skills of the travel consulting and operational support teams while fostering their professional growth and performance excellence.
Effectively distribute tasks while overseeing team performance, ensuring high productivity, precision in work, and timely completion of quotation processes.
Cultivate an environment where excellence thrives, emphasizing superior quality, responsiveness to clients, and a strong grasp of commercial dynamics.
Assess performance and training deficiencies while designing and executing ongoing learning and development programs to address those gaps.
Implement cross-training initiatives and enforce strict adherence to Standard Operating Procedures (SOPs) to reduce operational reliance on any single individual.
Responsible for overseeing the end-to-end development, management, and delivery of tour packages while ensuring commercial viability, operational efficiency, and exceptional customer satisfaction across all offerings.
Supervise the development, budgeting, approval, and implementation of both domestic and international travel itineraries.
Responsible for overseeing high-priority, intricate reservations involving VIP, corporate, MICE (Meetings, Incentives, Conferences, Exhibitions), or highly confidential clients with meticulous attention to detail.
Ensure that all itineraries, costings, service vouchers, supplier contracts, and field documentation are meticulously accurate.
Evaluate the profitability and commercial feasibility of every proposal and ongoing operations to ensure optimal financial outcomes.
Ensure all trip files are closed and financially reconciled in a timely manner following execution.
The CRM and costing tool administration encompasses overseeing and optimizing customer relationship management systems as well as financial tracking mechanisms. This role involves maintaining data integrity, generating insightful reports, and ensuring seamless integration with other business platforms. Additionally, it requires proficiency in software troubleshooting, user training, and adherence to data security protocols while collaborating with cross-functional teams to enhance operational efficiency.
Responsible for overseeing the deployment, management, and continuous optimization of the company’s CRM and central costing tools throughout the division.
Maintain rigorous data governance standards to ensure precise documentation of all inquiries, quotes, follow-ups, client preferences, and supplier engagements.
Audit system utilization on a regular basis to confirm that the team consistently employs technology for pricing, margin control, and automated tasks.
Partner with IT teams, external system vendors, and internal stakeholders to enhance and modernize templates, reporting functionalities, and system capabilities.
Utilize data analytics—such as conversion trends, pipeline movement, and turnaround times—to pinpoint operational inefficiencies and monitor team performance.
We contribute to sales growth and cultivate new business opportunities by providing dedicated support in conversion optimization and business development initiatives. This role involves collaborating with cross-functional teams to identify market trends, develop strategic plans, and execute initiatives that enhance customer acquisition and retention. Key responsibilities include analyzing sales data, refining conversion strategies, and fostering partnerships to drive revenue expansion. Strong analytical skills, a results-driven mindset, and the ability to build relationships with stakeholders are essential for success in this position.
Collaborate closely with the sales and consulting teams to enhance the efficiency of the quote-to-booking conversion process.
Engage proactively in high-stakes client discussions, refine proposals to enhance value, and oversee critical account relationships.
Assume full accountability for high-level, strategic inquiries from initial intake through to seamless delivery and flawless completion.
Collaborate with Sales and Marketing teams to pinpoint market gaps, emerging travel segments, and potential revenue growth opportunities.
Driving strategic initiatives and fostering scalable growth are central to this role, where you will play a key part in shaping the company’s long-term vision and ensuring sustainable expansion. Your expertise will be leveraged to identify high-impact opportunities, align resources with overarching objectives, and implement frameworks that support scalable solutions. This position demands a forward-thinking mindset, the ability to anticipate market trends, and a commitment to optimizing processes for efficiency and adaptability. By collaborating across departments and influencing key stakeholders, you will contribute to critical decision-making that propels the organization’s strategic trajectory and operational agility.
Assist the General Manager in implementing the department’s strategic vision, achieving revenue objectives, and advancing the growth plan.
Lead strategic initiatives aimed at streamlining operations, eliminating inefficiencies, and enhancing overall profitability.
Engage in collaborative forecasting initiatives, contribute to budget planning processes, and participate in strategic scaling discussions within the department.
Develop operational frameworks that are sustainable, automated, and scalable to efficiently manage significant seasonal fluctuations in volume.
We are seeking a skilled professional to spearhead product development and foster innovation initiatives. The ideal candidate will have a proven track record in designing, refining, and launching cutting-edge products that meet market demands and drive business growth. Responsibilities include conducting comprehensive market research, collaborating with cross-functional teams to align product vision with customer needs, and overseeing the full product lifecycle from ideation to commercialization. The role requires expertise in agile methodologies, a deep understanding of user-centric design principles, and the ability to translate technical insights into actionable strategies. Additionally, the candidate should possess strong analytical skills to evaluate product performance, identify opportunities for improvement, and drive continuous innovation.
Spearhead the ongoing enhancement, expansion, and modernization of the tour product portfolio.
Lead the team in crafting immersive itineraries that are rich in unique destinations and distinctively designed to cater to diverse traveler demographics.
Drive creativity and forward-thinking in the development of route planning, seasonal travel options, specialized interest travel, and high-end or luxury travel experiences.
Continuously evaluate product offerings against the shifting demands of global travelers and the dynamic benchmarks set by competitive markets.
Responsible for supervising supplier relationships and enhancing contract performance, this role focuses on strategic procurement initiatives to maximize value and minimize risks. Key responsibilities include negotiating favorable terms, ensuring compliance with agreements, and identifying cost-saving opportunities throughout the supply chain. Additionally, the position evaluates supplier performance, conducts regular audits, and collaborates with internal stakeholders to align procurement strategies with organizational goals. A strong understanding of contract law, negotiation techniques, and supply chain dynamics is essential, along with proficiency in data analysis to assess supplier efficiency and vendor reliability.
Establish and nurture high-impact, strategic partnerships with essential suppliers, including hotels, transportation providers, local guides, and ancillary service partners.
Negotiate with commercial partners to obtain advantageous pricing, favorable contractual conditions, enhanced benefits, and adaptable cancellation provisions.
Monitor supplier performance in alignment with service level agreements (SLAs) and initiate corrective measures or vendor transitions as required.
We ensure adherence to regulatory standards and maintain meticulous oversight of product quality throughout the manufacturing process. This role demands a keen eye for detail, a comprehensive understanding of compliance protocols, and the ability to systematically identify and resolve deviations. Responsibilities include conducting thorough inspections, documenting findings, and implementing corrective actions to uphold operational integrity. Collaboration with cross-functional teams is essential to foster a culture of continuous improvement and regulatory alignment.
Ensure full compliance with company standard operating procedures, margin guidelines, internal approval limits, and documentation requirements.
Implementing proactive quality control measures is essential to reduce operational errors, pricing inaccuracies, and client dissatisfaction.
Maintain structured operational reports, ensure financial audit readiness, and uphold risk-management protocols.
Maintain seamless operations and deliver outstanding service during peak travel seasons and high-occupancy periods.
Market intelligence and competitive assessment specialists play a pivotal role in identifying emerging trends, evaluating competitive dynamics, and providing strategic insights that inform business decisions. Responsibilities include analyzing industry data, monitoring competitor strategies, and generating actionable intelligence to support market positioning and growth initiatives. A strong analytical mindset, proficiency in data interpretation, and fluency in relevant tools and methodologies are essential. Additionally, effective communication skills are required to convey complex findings to stakeholders at all levels. Candidates should possess a minimum of three years of experience in market research, competitive intelligence, or a related field, along with a degree in business administration, economics, or a related discipline.
Analyze emerging destination trends, assess competitor pricing strategies, monitor evolving traveler behaviors, and stay abreast of global industry regulations.
Offer data-backed insights and strategic feedback to Senior Management to effectively address evolving market trends.
Quickly adjust product positioning and operational strategies to sustain a competitive advantage in the market.
Qualifications & Experience
A bachelor’s degree in Hospitality, Tourism Management, Business Administration, or a closely related field is required; a master’s degree or relevant certifications are preferred.
Minimum of eight years of relevant experience in tour operations, outbound or inbound travel management, or Destination Management Company (DMC) operations is required, including at least three years in a senior supervisory or managerial role.
Possesses advanced technical proficiency, including expertise in tour-costing software, leading CRM systems, travel booking engines, and Global Distribution Systems (GDS) or comparable inbound platforms.
Proven track record in overseeing departmental profit and loss components, enhancing profitability margins, and executing extensive budgetary planning.
Demonstrates strong proficiency in pivotal professional skills. Exhibits exceptional organizational and time management abilities. Shows advanced problem-solving and critical thinking capabilities. Maintains high attention to detail and accuracy in all tasks. Displays effective communication and interpersonal skills. Exhibits adaptability and flexibility in dynamic work environments. Shows leadership potential and the capacity to work collaboratively within a team. Possesses a commitment to continuous learning and professional development.
Exceptional leadership skills demonstrated through successfully expanding and guiding high-performing operational teams to scale effectively.
Outstanding proficiency in organizing, managing logistics, and mapping workflows to optimize operational efficiency.
Exceptional aptitude in negotiating complex agreements and cultivating long-term partnerships with clients and suppliers across global markets.
Analytical mindset with a strong capacity to interpret data insights and leverage such findings to enhance conversion metrics.
Maintains composure during high-pressure situations, demonstrating exceptional crisis-management abilities and expert service-recovery techniques.
Qualifications
BA/BSc/HND , MBA/MSc/MA
Experience Required
8 years
