The Assistant General Manager (AGM) – Tours holds accountability for the day-to-day operational leadership of the Tours Division, fostering sustained growth, efficiency, profitability, and strategic scalability. As the operational cornerstone of the department, this role guarantees seamless execution across inquiries, quotations, reservations, costing, allocations, supplier coordination, and client servicing.
The successful applicant will be a commercially oriented, systematic, and operationally resilient executive leader. Collaborating closely with the General Manager, the Assistant General Manager will assume complete accountability for departmental organization, team productivity, adherence to CRM protocols, enhancement of costing tools, and implementation of strategic service recovery initiatives.
Oversee the execution of critical tasks and ensure alignment with organizational objectives, with a focus on delivering measurable results. Develop and implement strategic plans to enhance operational efficiency and drive sustainable growth. Collaborate with cross-functional teams to streamline processes, mitigate risks, and optimize resource allocation. Monitor key performance indicators to assess progress and recommend data-driven improvements. Maintain compliance with industry regulations while fostering a culture of accountability and continuous innovation. Serve as a liaison between leadership and staff, facilitating clear communication and fostering a collaborative work environment.
Department leadership is responsible for providing strategic direction and operational oversight, ensuring alignment with organizational goals. This role involves managing departmental activities, optimizing resources, and fostering a productive work environment. Key responsibilities include setting performance objectives, monitoring progress, and implementing policies to enhance efficiency and accountability. Additionally, the position requires collaboration with senior management to drive continuous improvement and innovation within the department.
Spearhead the daily operational workflow management for the Tours Division, ensuring seamless execution and efficiency in all activities.
Ensure seamless coordination throughout the entire booking process, encompassing quotations, costing, reservations, confirmations, logistics, and documentation.
Execute operational excellence by fostering accountability, ensuring efficiency, and maintaining service consistency across all operational teams.
Serve as the primary operational escalation contact for intricate itineraries, service restoration, and elevated client concerns.
Regularly assess and enhance departmental workflows, task assignments, and organizational structures to drive efficiency and effectiveness.
Responsible for cultivating high-performing teams and fostering leadership excellence, this role involves guiding team dynamics, mentoring emerging leaders, and enhancing overall organizational effectiveness through strategic talent development initiatives.
Oversee, guide, mentor, and enhance the skill sets of the travel consulting and operational support teams.
Distribute assignments efficiently while tracking team performance, ensuring precision and timely completion of quotes.
Drive a results-oriented culture emphasizing excellence, client-centric responsiveness, and strategic commercial awareness.
Conduct a thorough analysis to uncover areas where performance and training fall short, then design and execute ongoing programs focused on learning and professional growth to address those gaps.
To reduce reliance on particular personnel, implement cross-training initiatives and ensure strict adherence to established Standard Operating Procedures (SOPs).
Responsible for overseeing the end-to-end planning, development, and delivery of tour packages while ensuring commercial success and operational efficiency. This role involves collaborating with cross-functional teams to design itineraries, negotiate contracts with suppliers, and manage financial performance to meet revenue targets. Additionally, the position requires monitoring market trends, analyzing customer feedback, and implementing strategies to enhance product offerings and profitability. Strong analytical skills, proficiency in project management, and a customer-centric approach are essential for driving sustainable growth in tour operations.
Responsible for managing the design, cost estimation, validation, and implementation of both domestic and international travel itineraries.
I oversee high-value, intricate bookings, including VIP, corporate, MICE (Meetings, Incentives, Conferences, Exhibitions), and highly sensitive reservations with meticulous attention to detail.
Ensure meticulous precision in all itineraries, cost analyses, service confirmations, supplier agreements, and on-site records.
Evaluate and maintain profit margins and commercial feasibility for all proposals and ongoing movements.
Ensure trip files are closed and financially reconciled in a timely manner following their execution.
The CRM and Costing Tool Management position involves overseeing the implementation, maintenance, and optimization of customer relationship management systems and costing tools to streamline business processes and enhance data accuracy. This role is responsible for ensuring seamless integration with existing systems, managing user access, and providing training to staff to maximize tool utilization. Additionally, the position requires regular performance monitoring, troubleshooting technical issues, and generating reports to support strategic decision-making. Candidates must possess strong analytical skills, proficiency in CRM and costing software, and experience in database management, along with excellent communication abilities to collaborate effectively with cross-functional teams.
Responsible for overseeing the deployment, management, and continuous optimization of the company’s CRM system and central costing tools across the division.
To uphold rigorous data governance, meticulously document all inquiries, quotes, follow-ups, client preferences, and supplier interactions with precision and consistency.
Regularly evaluate system utilization to confirm the team consistently employs technology for pricing, margin management, and automated processes.
Partner with IT teams, external system vendors, and internal stakeholders to enhance templates, reporting functionalities, and overall system capabilities.
Utilize data analytics, including conversion trends, pipeline movement, and turnaround times, to pinpoint operational inefficiencies and monitor team performance.
We provide dedicated assistance in enhancing sales conversion rates and fostering business development initiatives. This role involves collaborating with teams to optimize sales strategies, identify growth opportunities, and cultivate client relationships to drive revenue expansion and market penetration. Key responsibilities include analyzing sales data, refining conversion processes, and implementing targeted outreach programs to maximize efficiency and effectiveness in achieving business objectives.
Collaborate closely with sales and consulting teams to enhance the efficiency of converting quotes into confirmed bookings.
Engage proactively in critical client negotiations, enhance proposals through refinement, and oversee key account management with strategic oversight.
Assume full accountability for high-level or strategic inquiries, guiding them from the initial pipeline stage to flawless execution.
Collaborate with the Sales and Marketing teams to evaluate market voids, developing travel niches, and potential avenues for revenue enhancement.
Driving strategic growth and ensuring scalable solutions are central to this role, which demands a forward-thinking approach to identifying opportunities and optimizing long-term impact. The position requires a proactive mindset to evaluate market trends, align initiatives with overarching business objectives, and implement frameworks that support sustainable expansion. By fostering innovation and collaborating across teams, the role plays a pivotal part in shaping the organization’s trajectory while maintaining operational efficiency and adaptability in dynamic environments.
Assist the General Manager in implementing the department’s strategic direction, revenue objectives, and expansion initiatives to drive sustained growth.
Spearhead strategic process-improvement programs aimed at identifying and eliminating operational inefficiencies to enhance overall profitability and performance.
Engage in collaborative forecasting initiatives, contribute to budget planning processes, and play an active role in strategic scaling discussions within the department.
Develop robust, automated operational frameworks designed to accommodate substantial seasonal fluctuations while ensuring long-term sustainability and scalability.
We are seeking a dynamic professional to spearhead our Product Development & Innovation initiatives, driving the creation and enhancement of cutting-edge solutions. The ideal candidate will have a proven track record of transforming conceptual ideas into market-ready products, leveraging both technical expertise and creative problem-solving skills. Responsibilities include leading cross-functional teams, conducting comprehensive market research, and ensuring seamless integration of innovative features that meet and exceed customer expectations. Additionally, the role demands a strong analytical mindset to evaluate product performance, identify emerging trends, and refine strategies to maintain a competitive edge. Collaboration with stakeholders across departments will be essential to align product vision with business objectives and deliver exceptional value.
Enhance and expand the tour product portfolio through ongoing refinement, diversification, and modernization efforts.
Lead the team in crafting immersive, destination-focused itineraries that stand out and cater to diverse traveler demographics.
Spearhead innovative advancements in route planning strategies, seasonal travel packages, specialized interest-based itineraries, and high-end luxury travel experiences.
Regularly evaluate product offerings in comparison to shifting global traveler demands and competitive market benchmarks.
We are seeking a dynamic professional to oversee supplier relationships and enhance contract efficiency. This role involves negotiating favorable terms, ensuring supplier compliance, and identifying opportunities to reduce costs while maintaining quality standards. Key responsibilities include evaluating supplier performance, managing contract renewals, and collaborating with cross-functional teams to align procurement strategies with business objectives. The ideal candidate will possess strong analytical skills, negotiation expertise, and a proven track record in supplier management and contract optimization. Experience in procurement, supply chain, or a related field is required, along with excellent communication and organizational abilities.
Develop and maintain strategic, high-value partnerships with essential suppliers, including hotels, transport providers, local guides, and ancillary service providers.
Facilitate commercial discussions aimed at achieving advantageous pricing, enhanced contractual terms, additional benefits, and adaptable cancellation provisions.
Monitor supplier performance to ensure compliance with service level agreements (SLAs), and take corrective measures or transition to alternative vendors as required.
Ensures strict adherence to quality standards and regulatory requirements through meticulous oversight and systematic evaluation processes. Monitors production, testing, and documentation to identify deviations and implement corrective measures promptly. Develops and maintains compliance protocols, conducting regular audits to verify alignment with industry regulations and internal policies. Collaborates with cross-functional teams to address quality concerns, enhance operational efficiency, and mitigate risks. Requires a keen attention to detail, analytical problem-solving skills, and proficiency in quality management systems. Familiarity with regulatory frameworks, such as ISO standards or GMP, is essential for maintaining organizational compliance and product integrity.
Ensure full compliance with established SOPs, margin protocols, internal approval thresholds, and documentation standards.
Conduct proactive quality control measures to reduce operational inaccuracies, pricing discrepancies, and client grievances.
Oversee the preparation and upkeep of organized operational reports, ensure financial audit readiness, and enforce risk-management protocols.
Maintain seamless operations and deliver exceptional service, particularly during peak travel seasons and high-occupancy periods.
Market Intelligence and Competitive Analysis professionals research industry trends, evaluate competitor strategies, and assess market dynamics to provide strategic insights. They analyze data from diverse sources to identify opportunities, threats, and emerging patterns that influence business decisions. Key responsibilities include tracking market developments, benchmarking performance against rivals, and delivering actionable recommendations to enhance competitive positioning. Proficiency in data analysis tools, strong analytical skills, and expertise in market research methodologies are essential. Excellent communication abilities are also required to present findings effectively to stakeholders.
Monitor emerging destination patterns, analyze competitor pricing strategies, assess evolving traveler preferences, and stay updated on global industry regulations.
Deliver actionable, evidence-based insights and strategic guidance to Senior Management concerning evolving market dynamics.
To swiftly adjust product positioning and operational strategies, ensuring the maintenance of a competitive market edge.
Seeking a candidate with a Bachelor’s degree in Computer Science, Engineering, or a related discipline, supplemented by a minimum of five years of hands-on experience in software development. Proficiency in multiple programming languages such as Java, Python, or C++ is essential, along with expertise in database management and system architecture. Strong problem-solving abilities, excellent communication skills, and a proven track record of delivering high-quality solutions are required. Familiarity with agile methodologies and cloud platforms like AWS or Azure is highly advantageous. The ideal applicant will demonstrate leadership in technical projects and a commitment to continuous learning in a fast-paced environment.
A Bachelor’s degree in Hospitality, Tourism Management, Business Administration, or a closely related field is required; a Master’s degree or relevant professional certifications are advantageous.
A minimum of eight years of relevant experience in tour operations, outbound/inbound travel management, or Destination Management Company (DMC) operations is required, including at least three years in a senior supervisory or managerial role.
Technical Proficiency: Demonstrates in-depth expertise in tour-costing software, prominent customer relationship management (CRM) systems, travel reservation platforms, and Global Distribution Systems (GDS) or comparable inbound technology solutions.
Demonstrated expertise in overseeing key financial aspects such as departmental profit and loss management, margin enhancement initiatives, and the administration of substantial budgets.
Acquires and applies essential skills and knowledge critical to the role, ensuring alignment with organizational objectives. Demonstrates expertise in key areas such as problem-solving, adaptability, and team collaboration, while maintaining a commitment to professional growth and continuous improvement. Strong communication skills, both verbal and written, facilitate effective interaction with stakeholders at all levels. Analytical thinking and attention to detail are employed to evaluate situations, identify solutions, and drive informed decision-making. Adheres to industry standards and best practices to deliver high-quality results consistently.
Demonstrated ability to lead and develop high-performing operational teams with a proven history of scaling them effectively.
Exceptional proficiency in organizing tasks, managing logistics, and mapping workflows is required.
Proven ability to negotiate effectively at a high level and cultivate strong, enduring relationships with international clients and suppliers.
Analytical mindset coupled with the capacity to interpret data insights for the purpose of enhancing conversion metrics.
Exceptionally composed in high-pressure situations, with a demonstrated aptitude for crisis management and service recovery, ensuring seamless resolution and client satisfaction.
Qualifications
BA/BSc/HND , MBA/MSc/MA
Experience Required
8 years
