The Assistant General Manager (AGM) – Tours oversees the Tours Division’s daily operations, fostering sustained growth, efficiency, profitability, and strategic scalability. Acting as the operational foundation of the department, this role guarantees seamless coordination across inquiries, quotations, reservations, costing, allocations, supplier management, and client service delivery.
The preferred applicant demonstrates strong commercial acumen, systematic thinking, and operational strength. In collaboration with the General Manager, the Assistant General Manager assumes complete accountability for departmental organization, team productivity, adherence to CRM protocols, enhancement of costing tools, and implementation of strategic service recovery initiatives.
Oversee and execute a range of critical duties, including the management and coordination of project timelines, ensuring efficient resource allocation, and maintaining clear communication with stakeholders to align objectives. Conduct thorough research and analysis to identify opportunities for process improvements, drive strategic initiatives, and support decision-making through data-driven insights. Collaborate closely with cross-functional teams to implement best practices, resolve operational challenges, and deliver measurable results in alignment with organizational goals. Maintain meticulous documentation, monitor performance metrics, and prepare detailed reports to track progress and recommend corrective actions as needed.
Department leadership and operational oversight encompass strategic direction, resource allocation, and performance monitoring to ensure alignment with organizational goals. Key responsibilities include establishing departmental objectives, managing cross-functional teams, and implementing policies to enhance efficiency and productivity. This role requires strong leadership skills, analytical thinking, and the ability to drive initiatives forward while maintaining accountability. Additionally, it involves fostering collaboration, optimizing workflows, and ensuring compliance with regulatory standards. Experience in managing budgets, analyzing data, and reporting on key metrics is essential, along with a proven track record of achieving measurable results.
Spearhead the Tours Division’s daily operational workflow, ensuring seamless coordination and efficient execution of all activities.
Ensure seamless coordination throughout every stage of the booking process, including the preparation of quotations, cost assessment, reservation management, confirmations, logistics arrangements, and documentation completion.
Implement a framework that fosters operational discipline, ensures accountability, enhances efficiency, and maintains service consistency across every operational team.
Serve as the primary operational escalation resource for intricate travel arrangements, service restoration, and elevated client inquiries.
Regularly assess and enhance workflow efficiency, task distribution, and organizational frameworks within the department to drive continuous improvement.
Develops and cultivates high-performing teams while fostering leadership growth across the organization. Identifies and implements strategies to strengthen team dynamics, enhance collaboration, and drive productivity. Provides mentorship and coaching to emerging leaders, equipping them with the skills necessary for future leadership roles. Oversees performance evaluations, talent development initiatives, and succession planning to ensure a robust pipeline of capable leaders. Collaborates with senior management to align team objectives with broader organizational goals, ensuring cohesive and strategic leadership development across all levels.
Oversee, guide, and inspire the travel consulting and operational support teams while cultivating their skills and expertise.
Efficiently distribute workloads while tracking team performance, ensuring both productivity and precision in deliverables, as well as adherence to quotation turnaround timelines.
Cultivate a high-performance culture centered around excellence, client-centric responsiveness, and strategic commercial insight.
Our role involves pinpointing areas where performance and training fall short, then designing and executing ongoing learning and development programs to bridge those gaps.
Enhance operational resilience by fostering cross-training initiatives and ensuring strict adherence to Standard Operating Procedures (SOPs), thereby reducing reliance on any single team member.
Responsible for overseeing the planning, development, and delivery of tour packages while ensuring commercial success through strategic execution. Duties include managing tour itineraries, coordinating with suppliers, and optimizing operational workflows to enhance efficiency and profitability. Requires a strong understanding of market trends, pricing strategies, and customer preferences to drive demand and achieve sales targets. Collaborates with cross-functional teams, including marketing and logistics, to deliver seamless travel experiences and maintain high service standards. Ideal candidates should possess proven experience in tour operations, commercial acumen, and proficiency in travel industry tools and software.
Responsibilities include managing the design, budgeting, finalization, and implementation of both domestic and international tour itineraries.
Responsible for personally overseeing high-value, intricate bookings involving VIPs, corporate clients, and sensitive MICE (Meetings, Incentives, Conferences, Exhibitions) arrangements.
Ensure meticulous precision in itineraries, costings, service vouchers, supplier contracts, and all field documentation.
Evaluate the profitability and market feasibility of each proposal and ongoing operation to ensure sustained commercial success.
Ensure all trip files are closed and financially reconciled in a timely manner following execution.
CRM & Costing Tool Management involves overseeing the maintenance, optimization, and strategic use of customer relationship management and cost analysis systems. This role ensures data accuracy, system efficiency, and alignment with organizational objectives. Responsibilities include managing user access, generating analytical reports, and implementing enhancements to improve functionality. Candidates should possess expertise in CRM platforms, proficiency in costing methodologies, and strong analytical skills. Experience with data integration and system upgrades is also required.
Oversee the implementation, maintenance, and continuous improvement of the company’s CRM system and central costing tools across the division.
To uphold rigorous data governance, meticulously record all inquiries, quotes, follow-ups, client preferences, and supplier engagements with precision.
Regularly evaluate system usage to verify that 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 system features.
By analyzing conversion trends, pipeline movement, and turnaround times through data analytics, you will pinpoint operational inefficiencies and monitor team performance metrics.
We provide dedicated assistance to enhance sales conversion rates and drive business development initiatives. This role involves collaborating with various teams to identify growth opportunities, refine sales strategies, and optimize conversion processes. Key responsibilities include analyzing market trends, supporting lead generation and nurturing activities, and contributing to the development of tailored business development plans to expand market reach and increase revenue. The ideal candidate will possess strong analytical skills, a results-driven mindset, and experience in sales, marketing, or a related field.
Collaborate closely with sales and consulting teams to enhance the efficiency of the quote-to-booking conversion process.
Demonstrate proactive involvement in securing substantial agreements through strategic client consultations, meticulous enhancement of proposals, and comprehensive oversight of pivotal accounts to drive sustained growth and profitability.
Assume full accountability for high-impact, strategic inquiries from their inception within the pipeline until their successful and seamless conclusion.
Collaborate with Sales and Marketing teams to pinpoint market gaps, emerging travel segments, and potential avenues for revenue growth.
We are seeking a dynamic professional who will play a pivotal role in shaping our organization’s forward-looking strategy while ensuring sustainable scalability across all operational dimensions. The ideal candidate will bring a forward-thinking mindset to drive long-term growth initiatives, optimize existing processes, and identify innovative opportunities to enhance efficiency and market competitiveness. Responsibilities include collaborating with cross-functional teams to align strategic objectives with actionable execution plans, conducting comprehensive market and competitive analyses to inform decision-making, and championing scalable solutions that support both immediate and future business needs.
Assist the General Manager in implementing the department’s overarching strategic vision, achieving revenue objectives, and advancing the growth plan.
Spearhead initiatives aimed at optimizing operational processes to eradicate inefficiencies and enhance overall profitability.
Engage in collaborative discussions regarding departmental forecasting, budget planning, and strategic growth initiatives.
Develop resilient, self-sustaining, and highly scalable operational frameworks designed to efficiently manage significant fluctuations in seasonal demand.
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 meet market demands and exceed customer expectations. Responsibilities include conducting thorough market research to identify emerging trends, collaborating with cross-functional teams to refine product features, and overseeing the entire product lifecycle from ideation to commercialization. Strong analytical skills, creativity, and proficiency in data-driven decision-making are essential, along with the ability to translate complex technical concepts into clear, actionable strategies. A bachelor’s degree in a relevant field, such as engineering, business, or design, is required, and prior experience in product management or a related role is highly preferred.
Facilitate the ongoing enhancement, expansion, and modernization of the tour product portfolio to ensure sustained growth and relevance in the market.
Lead the team in crafting immersive, destination-focused itineraries that are uniquely tailored to diverse traveler demographics.
Drive forward innovative solutions in route planning, seasonal initiatives, specialized travel experiences, and high-end/luxury travel concepts.
Regularly evaluate product offerings in comparison to shifting global traveler preferences and competitive market benchmarks to ensure alignment with industry standards.
We are seeking a skilled professional to oversee supplier management and drive contract optimization initiatives. The ideal candidate will possess extensive experience in negotiating and managing supplier agreements, ensuring cost efficiency while maintaining high-quality standards. Key responsibilities include evaluating supplier performance, identifying opportunities for cost savings, and implementing strategies to enhance contract terms. Additionally, the role requires strong analytical skills to assess market trends, mitigate risks, and foster productive supplier relationships. A proven track record in procurement, supply chain management, or a related field is essential, along with proficiency in contract administration and financial analysis.
Foster strategic partnerships with essential suppliers, including hotels, transport providers, local guides, and ancillary service providers, to deliver exceptional value.
Collaborate in commercial discussions to obtain favorable pricing, enhanced conditions, exclusive benefits, and adaptable termination clauses.
Track supplier performance against established service level agreements (SLAs) and initiate corrective measures or vendor transitions when performance gaps are identified.
Ensures adherence to regulatory standards and internal policies through meticulous inspection and verification processes. Monitors production workflows to identify deviations, document findings, and implement corrective measures promptly. Collaborates with cross-functional teams to maintain compliance with industry-specific guidelines, safety protocols, and quality benchmarks. Analyzes data trends to proactively address potential risks, reducing non-conformities and enhancing operational efficiency. Maintains accurate records, prepares compliance reports, and supports audits to uphold organizational integrity and customer trust.
Ensure full compliance with company standard operating procedures, established margin guidelines, internal approval thresholds, and documentation requirements.
Develop and enforce proactive quality control measures to reduce operational inaccuracies, pricing discrepancies, and client dissatisfaction.
Maintain structured operational reports, ensure financial audit readiness, and uphold risk-management protocols.
During peak travel seasons and high-occupancy periods, maintain smooth operations and deliver exceptional service to ensure customer satisfaction.
We gather, analyze, and interpret market data to assess industry trends, competitor strategies, and emerging opportunities. By conducting thorough research on market dynamics, customer behavior, and competitive landscapes, we provide actionable insights that support strategic decision-making. This role requires strong analytical skills, proficiency in data interpretation tools, and a deep understanding of market intelligence methodologies. Responsibilities include identifying key competitors, evaluating their strengths and weaknesses, and presenting findings in clear, structured reports to inform leadership and drive competitive advantage.
Monitor emerging destination patterns, analyze competitor pricing strategies, assess evolving traveler preferences, and stay updated on global industry regulations.
Deliver insightful, well-organized feedback and data-backed recommendations to Senior Management, addressing evolving market dynamics.
To ensure a competitive advantage in the market, promptly adjust product positioning and operational strategies as needed.
Seeking a highly skilled professional with a proven track record in [specific field or industry]. Candidates must hold a [required degree or certification] and possess [X years] of relevant experience, preferably in [specific area]. Strong proficiency in [key technical skills or tools] is essential, along with excellent communication and problem-solving abilities. The ideal candidate will demonstrate exceptional leadership in [specific responsibility] and a commitment to delivering high-quality results in a fast-paced environment.
A bachelor’s degree in Hospitality, Tourism Management, Business Administration, or a closely related discipline is required, with a master’s degree or relevant certifications considered advantageous.
A minimum of eight years of hands-on experience in dynamic roles, specifically in tour operations, outbound/inbound travel management, or Destination Management Company (DMC) operations, is required. Additionally, candidates must possess at least three years of leadership experience in a senior supervisory or managerial position to be considered.
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.
Commercial Acumen: Demonstrated expertise in overseeing departmental profit and loss components, enhancing margins, and executing large-scale budgetary planning.
Key Competencies
Demonstrated leadership with a proven ability to build and expand high-performing operational teams.
Outstanding proficiency in organizing, coordinating logistics, and mapping workflows.
Proven expertise in conducting high-stakes negotiations and cultivating enduring partnerships with overseas clients and suppliers.
Requires a strong analytical mindset coupled with proficiency in interpreting data insights to enhance conversion metrics effectively.
Maintains composure in high-pressure situations and demonstrates exceptional crisis-management and service-recovery capabilities.
Qualifications
BA/BSc/HND , MBA/MSc/MA
Experience Required
8 years
