The Assistant General Manager (AGM) – Tours holds a pivotal role in leading the day-to-day operations of the Tours Division while fostering sustainable growth, operational efficiency, profitability, and strategic expansion. Acting as the operational cornerstone of the department, this position guarantees smooth and cohesive execution of inquiries, quotations, reservations, costing, allocations, supplier management, and client service delivery.
The preferred candidate is a commercially astute, process-oriented leader with a strong operational background. In close collaboration with the General Manager, the Assistant General Manager assumes complete responsibility for departmental organization, team productivity, adherence to CRM protocols, enhancement of costing tools, and execution of strategic service recovery initiatives.
Oversee and execute a comprehensive range of critical duties, including but not limited to strategic planning, operational oversight, and project management. Facilitate cross-functional collaboration to ensure alignment with organizational goals while maintaining high-performance standards. Develop and implement policies, procedures, and best practices to enhance efficiency, productivity, and compliance across all operations. Monitor performance metrics, analyze trends, and provide data-driven recommendations to senior leadership to support informed decision-making. Lead, mentor, and coach teams to foster a culture of accountability, innovation, and continuous improvement. Ensure adherence to regulatory requirements, quality standards, and ethical guidelines in all business activities. Serve as a key liaison between departments, stakeholders, and external partners to streamline communication and drive cohesive outcomes.
Department leadership is responsible for providing strategic direction and ensuring operational excellence across all functions. This role involves overseeing departmental performance, managing key initiatives, and fostering collaboration among teams to achieve organizational goals. Key responsibilities include setting clear objectives, monitoring progress, and implementing policies to enhance efficiency and productivity. The position requires strong leadership skills, the ability to analyze complex data, and a commitment to driving continuous improvement. Additionally, the role demands effective communication with stakeholders, problem-solving capabilities, and a proactive approach to addressing challenges.
Oversee and direct the daily operational workflow within the Tours Division.
Guarantee seamless integration throughout the complete booking process, encompassing quotations, costing, reservations, confirmations, logistics, and documentation.
Enhance operational discipline, foster accountability, streamline efficiency, and ensure consistent service delivery across all operational teams.
Serve as the main operational escalation resource for handling intricate travel plans, resolving service disruptions, and addressing critical client issues.
Regularly assess and enhance departmental workflows, task distributions, and organizational structures to ensure efficiency and effectiveness.
We seek a dynamic professional to oversee team management and cultivate leadership development initiatives within our organization. The ideal candidate will guide, mentor, and inspire team members to achieve both individual and collective goals while fostering a culture of continuous growth and accountability. Responsibilities include designing and implementing leadership training programs, assessing team performance, and providing constructive feedback to enhance productivity and collaboration. Additionally, the role requires strong interpersonal skills to effectively communicate expectations, resolve conflicts, and build cohesive, high-performing teams. Proficiency in leadership methodologies, mentorship strategies, and performance evaluation techniques is essential to drive long-term success.
Oversee, guide, and inspire the travel consulting and operational support teams while fostering their professional growth and skill enhancement.
Effectively distribute workloads while overseeing team productivity, ensuring accuracy and timely completion of quotation turnaround times.
Develop a high-performance culture that prioritizes excellence, client-centric responsiveness, and a keen commercial mindset.
Conduct assessments to pinpoint areas needing performance and training improvements, then establish and oversee ongoing learning and development programs to address those gaps.
To reduce operational reliance on particular personnel, implement cross-training initiatives and enforce strict adherence to Standard Operating Procedures (SOPs).
Our role focuses on overseeing tour operations and executing commercial strategies to ensure seamless delivery and profitability. Key responsibilities include managing tour logistics, optimizing cost efficiency, and fostering strong partnerships with suppliers and vendors. Additionally, this position requires meticulous planning, adherence to budget constraints, and a keen eye for identifying revenue-enhancing opportunities. Proficiency in data analysis, market trends, and contract negotiation is essential, along with exceptional organizational and communication skills to align cross-functional teams and stakeholders. A proven track record in tour management or a related commercial field is highly preferred.
Responsible for directing the planning, budgeting, validation, and implementation of both domestic and international tour itineraries.
You will be responsible for overseeing high-value, intricate, VIP, corporate, MICE (Meetings, Incentives, Conferences, Exhibitions), and highly sensitive reservations with a high level of personal attention and discretion.
Ensure meticulous precision in all itineraries, cost assessments, service confirmations, supplier agreements, and on-site records.
Evaluate and ensure the profitability and commercial feasibility of every proposal and active transaction.
Ensure all trip files are closed and financially reconciled in a timely manner following execution.
The CRM and Costing Tool Management role involves overseeing the maintenance, optimization, and strategic use of customer relationship management and costing systems to enhance operational efficiency and data accuracy. Key responsibilities include configuring, updating, and troubleshooting these tools to align with business objectives, ensuring seamless integration with other platforms, and providing training and support to end-users. Candidates must possess a strong understanding of CRM and costing principles, proficiency in relevant software applications, and the ability to analyze system performance to drive continuous improvement. Additionally, the role requires excellent problem-solving skills, attention to detail, and the capacity to collaborate effectively with cross-functional teams to implement best practices and achieve organizational goals.
Oversee the implementation, administration, and continuous improvement of the organization’s CRM system and centralized costing solutions within the division.
Maintain rigorous data governance to ensure precise documentation of all inquiries, quotes, follow-ups, client preferences, and supplier engagements.
Regularly evaluate system utilization to verify that the team consistently employs technology for pricing, margin management, and automated processes.
Partner with IT teams, external system suppliers, and internal stakeholders to enhance templates, reporting functionalities, and system capabilities.
Utilize data analytics—including conversion trends, pipeline movement, and turnaround times—to pinpoint operational inefficiencies and monitor team performance.
Supporting business development initiatives and driving sales conversion efforts, this role plays a pivotal part in enhancing revenue growth and market expansion. By collaborating with cross-functional teams, the successful candidate will identify and pursue new business opportunities, nurture client relationships, and execute strategic sales tactics to convert prospects into customers. Proficiency in sales methodologies, strong negotiation skills, and a results-driven mindset are essential for excelling in this position. Additionally, the ability to analyze market trends, track performance metrics, and adapt strategies accordingly will be critical to achieving long-term business objectives.
Collaborate closely with the sales and consulting teams to enhance the efficiency of the quote-to-booking conversion process.
Engage proactively in strategic client negotiations, the refinement of proposals, and the management of key accounts to drive value and foster long-term partnerships.
Assume full accountability for high-level, strategic inquiries from their inception in the pipeline to their seamless and flawless completion.
Collaborate with the Sales and Marketing teams to assess market gaps, emerging travel segments, and potential avenues for revenue growth.
Strategic Contribution & Scalability
Drive significant value through strategic initiatives that align with organizational objectives, ensuring long-term growth and operational efficiency. Focus on scalable solutions that enhance productivity, optimize resource allocation, and foster sustainable development across departments. Evaluate market trends, assess competitive landscapes, and implement data-driven strategies to maintain a competitive edge while supporting scalable business expansion. Collaborate with leadership to identify high-impact opportunities, mitigate risks, and align cross-functional efforts toward achieving scalable, high-performance outcomes.
Provide assistance to the General Manager in implementing the department’s strategic initiatives, achieving revenue objectives, and advancing the growth plan.
Spearhead process-improvement efforts aimed at eradicating operational inefficiencies and optimizing profitability.
Engage in collaborative forecasting efforts, budgetary planning sessions, and strategic scaling initiatives within the department.
Develop resilient, automated, and scalable operational frameworks designed to efficiently manage significant seasonal fluctuations in workload.
We are seeking a dynamic professional to drive product development and spearhead innovation initiatives. The ideal candidate will possess a proven track record in conceptualizing, designing, and launching cutting-edge products that align with market demands and business objectives. Responsibilities include conducting thorough market research, collaborating with cross-functional teams to refine product specifications, and overseeing the entire product lifecycle from ideation to commercialization. Additionally, the role demands strong analytical skills to assess market trends, competitive landscapes, and customer insights to inform strategic decisions. Proficiency in project management, agile methodologies, and data-driven problem-solving is essential, along with exceptional communication abilities to articulate vision and drive alignment across stakeholders. A minimum of five years of relevant experience in product development or a related field is required, preferably with a background in [industry-specific knowledge, if applicable].
Spearhead the ongoing enhancement, expansion, and modernization of the tour product portfolio.
Craft unique, destination-focused itineraries that cater to diverse traveler demographics, leading the team in developing experiential and standout travel experiences.
Spearhead groundbreaking initiatives in itinerary design, seasonal travel packages, specialty travel experiences, and high-end luxury travel solutions.
Regularly evaluate product offerings to ensure alignment with shifting global traveler preferences and competitive market benchmarks.
We focus on enhancing supplier relationships and optimizing contract terms to drive efficiency and cost savings throughout the procurement lifecycle. This role requires strong analytical and negotiation skills to evaluate supplier performance, identify opportunities for improvement, and secure favorable contractual agreements. Responsibilities include conducting comprehensive market research, developing strategic sourcing initiatives, and managing supplier engagements to ensure alignment with organizational objectives. Additionally, the position demands meticulous attention to detail in contract review, risk assessment, and compliance monitoring to mitigate potential disruptions. Proficiency in data analysis tools and contract management software is essential, along with the ability to collaborate effectively with cross-functional teams.
Develop and maintain strategic, high-value partnerships with essential suppliers, including hotels, transport providers, local guides, and ancillary service providers.
Commercial negotiations are conducted to obtain advantageous pricing, favorable conditions, enhanced benefits, and adaptable termination provisions.
Monitor supplier performance in alignment with service level agreements (SLAs), intervening with corrective measures or vendor transitions as needed.
Ensures adherence to regulatory standards and operational protocols through systematic inspection and verification processes. Monitors product quality, identifies discrepancies, and implements corrective actions to maintain compliance with industry guidelines. Collaborates with production teams to uphold safety protocols and mitigate risks associated with non-compliance. Documents findings, reports deviations, and recommends improvements to enhance overall compliance effectiveness. Requires meticulous attention to detail, proficiency in quality control methodologies, and a strong understanding of relevant regulations.
Ensure full compliance with company standard operating procedures, margin guidelines, internal approval limits, and documentation requirements.
Develop and execute proactive quality control measures to reduce operational discrepancies, pricing inaccuracies, and client dissatisfaction.
Oversee the development and upkeep of organized operational reports, ensure preparedness for financial audits, and enforce robust risk-management protocols.
Maintain seamless operations and deliver exceptional service during peak travel seasons and high-occupancy periods.
We conduct comprehensive market intelligence and competitive analysis to evaluate industry trends, assess competitive dynamics, and identify strategic opportunities. This role involves gathering and interpreting data on market conditions, competitor strategies, and customer behaviors to inform business decisions. Key responsibilities include tracking industry developments, analyzing market share and growth patterns, and assessing competitive advantages and threats. The ideal candidate will possess strong analytical skills, proficiency in data interpretation, and experience with market research tools and methodologies. Additionally, they should have the ability to synthesize complex information into actionable insights and communicate findings effectively to stakeholders.
Analyze evolving travel trends, assess competitor pricing strategies, examine changes in traveler preferences, and monitor global regulatory developments within the industry.
Deliver insightful, structured feedback and data-backed recommendations to Senior Management to inform strategic decisions on market dynamics.
To maintain a competitive advantage in the market, rapidly adjust product positioning and operational strategies.
Seeking candidates with a minimum of three years of professional experience in a comparable role, along with a bachelor’s degree in a relevant field or an equivalent combination of education and work experience. Strong analytical, problem-solving, and organizational skills are essential to succeed in this position. Proficiency in industry-specific software and tools, as well as excellent written and verbal communication abilities, is required. The ideal applicant will demonstrate a proven track record of delivering results in fast-paced environments and collaborating effectively across teams. Candidates must exhibit a commitment to continuous learning and adaptability to evolving industry standards.
A bachelor’s degree in Hospitality, Tourism Management, Business Administration, or a related field is required, with a master’s degree or relevant certifications being advantageous.
A minimum of eight years of progressive experience in tour operations, inbound or outbound travel management, or Destination Management Company (DMC) operations is required, including at least three years in a leadership or senior supervisory role.
Technical Proficiency: Demonstrates advanced expertise in tour-costing software, leading CRM systems, travel booking platforms, and Global Distribution Systems (GDS), or comparable inbound systems.
Demonstrates exceptional business insight by overseeing key financial components such as departmental profit and loss statements, strategic margin enhancement, and extensive budget management initiatives.
Demonstrates proficiency in critical competencies essential for the role. Exhibits strong analytical, problem-solving, and organizational abilities. Maintains effective communication skills, both written and verbal, to convey ideas clearly. Adapts readily to changing priorities and demonstrates a commitment to continuous learning and professional growth. Possesses the capability to work collaboratively within cross-functional teams to achieve shared objectives. Ensures adherence to industry standards and regulatory requirements while delivering high-quality results.
Exceptional leadership skills demonstrated through a proven ability to expand and optimize high-performing operational teams successfully.
Demonstrates outstanding organizational acumen, logistical expertise, and the ability to effectively map workflows.
Proven expertise in conducting high-stakes negotiations and cultivating strong, sustainable partnerships with international clients and suppliers.
Analytical thinking is essential, enabling the interpretation of data insights to enhance conversion metrics effectively.
Maintains composure during high-pressure situations and demonstrates exceptional crisis management and service recovery capabilities.
Qualifications
BA/BSc/HND , MBA/MSc/MA
Experience Required
8 years
