The Assistant General Manager (AGM)—Tours oversees the Tours Division’s daily operations, fostering sustained growth, enhanced efficiency, increased profitability, and scalable strategic expansion. Acting as the department’s operational foundation, this position guarantees smooth coordination across inquiries, quotations, reservations, costing, allocations, supplier management, and client relations.
The successful candidate will be a commercially astute, systematic, and operationally resilient leader. In collaboration with the General Manager, the Assistant General Manager will assume complete responsibility for departmental organization, team productivity, adherence to CRM protocols, enhancement of costing tools, and execution of strategic service recovery initiatives.
Oversee a range of critical duties encompassing the planning, execution, and supervision of projects to ensure alignment with organizational objectives. Develop and implement strategic initiatives to enhance operational efficiency, productivity, and overall performance. Collaborate with cross-functional teams to streamline processes, resolve challenges, and drive continuous improvement across departments. Monitor progress through data analysis, performance metrics, and regular evaluations to identify areas for optimization and growth. Serve as a liaison between senior leadership and staff, facilitating clear communication and fostering a collaborative work environment. Ensure compliance with industry regulations, company policies, and best practices while mitigating risks and maintaining high standards of quality.
Department Leadership & Operational Oversight
Overseeing strategic direction and ensuring operational excellence, this role involves leading teams, driving performance, and maintaining high standards across all departmental functions. Responsibilities include setting clear objectives, allocating resources efficiently, and fostering collaboration to achieve organizational goals. The position requires strong leadership skills, a results-driven mindset, and the ability to optimize processes while aligning with broader company objectives. Additionally, the role demands expertise in performance management, budget oversight, and cross-functional coordination to enhance productivity and sustain long-term success.
Oversee and direct the Tours Division’s daily operational workflow to ensure seamless functionality and efficiency.
Ensure seamless coordination throughout every stage of the booking process, including generating quotations, calculating costs, managing reservations, issuing confirmations, overseeing logistics, and handling documentation.
Ensure operational discipline, accountability, and efficiency are consistently maintained across all operational teams while upholding service standards.
Serve as the foremost operational escalation resource for intricate travel arrangements, service restoration, and critical client issues.
Regularly assess and enhance departmental workflows, task allocations, and organizational structures to ensure efficiency and effectiveness.
We are seeking a dynamic leader to oversee team operations and cultivate leadership capabilities within the organization. The ideal candidate will be responsible for guiding team members toward achieving strategic goals, fostering a collaborative work environment, and identifying opportunities for professional growth. Strong interpersonal skills and a proven track record in coaching and mentoring are essential, along with the ability to inspire and motivate teams to perform at their best. Additionally, this role requires strategic planning expertise to align team objectives with broader business objectives, ensuring sustainable success.
Supervise, mentor, and inspire the travel consulting and operational support teams while enhancing their skills and competencies.
Effectively distribute tasks, track team performance, quality, and the speed of quote processing to ensure timely and accurate project delivery.
Cultivate a performance-oriented environment that prioritizes excellence, client-centricity, and commercial acumen.
Assess performance and training deficiencies to develop and execute ongoing learning and development strategies.
Enhance operational resilience by implementing comprehensive cross-training initiatives and ensuring strict adherence to Standard Operating Procedures (SOPs) to reduce reliance on any single individual.
We are seeking a dynamic professional to oversee tour operations and commercial execution, ensuring seamless delivery of our travel services. The ideal candidate will manage end-to-end tour logistics, from itinerary planning and vendor coordination to cost control and revenue optimization. Key responsibilities include developing compelling travel packages, negotiating contracts with suppliers, and analyzing market trends to enhance competitiveness. Additionally, the role requires strong financial acumen to monitor budgets, track profitability, and implement strategies that drive sustainable growth. Proficiency in travel software, data analysis tools, and exceptional stakeholder management skills are essential. A bachelor’s degree in tourism, business administration, or a related field, along with prior experience in tour operations or commercial strategy, is required.
Responsible for managing the design, budgeting, confirmation, and implementation of domestic and international tour itineraries.
I oversee exclusive, high-stakes bookings for VIP clients, corporations, and MICE (Meetings, Incentives, Conferences, Exhibitions) events, as well as highly sensitive arrangements, with full accountability for delivery and service excellence.
Ensure meticulous precision in itineraries, costings, service vouchers, supplier contracts, and all field documentation.
Evaluate and safeguard profit margins and commercial feasibility for every proposal and active transaction.
Responsibilities include finalizing trip files promptly and conducting thorough financial reconciliation after execution.
The role involves overseeing the management of the Customer Relationship Management (CRM) system and costing tools, ensuring accurate data maintenance, efficient utilization, and seamless integration across departments. Responsibilities include configuring, updating, and troubleshooting the CRM platform, as well as analyzing costing data to support financial decision-making. Proficiency in CRM software, cost analysis methodologies, and data management is required, along with strong analytical and problem-solving skills. Collaboration with cross-functional teams to optimize tool performance and align with organizational objectives is an essential part of the position.
Responsible for deploying, managing, and optimizing the company’s CRM system and central costing tools across the division.
Maintain rigorous standards of data integrity by meticulously recording all inquiries, quotes, follow-ups, client preferences, and supplier communications with precision.
Regularly assess audit system utilization to confirm the team consistently applies technology for pricing, margin control, and automated processes.
Work collaboratively with IT teams, external system vendors, and internal stakeholders to enhance existing templates, reporting functionalities, and overall system capabilities.
Utilize data analytics—such as conversion trends, pipeline movement, and turnaround times—to pinpoint operational inefficiencies and monitor team performance.
We provide assistance in sales conversion strategies and business development initiatives to enhance revenue growth and market expansion.
Collaborate closely with the sales and consulting teams to enhance the efficiency of the quote-to-booking conversion process.
Actively contribute to high-stakes client negotiations, refine proposals, and oversee key account management initiatives.
Assume full accountability for high-level or strategic inquiries, meticulously guiding them from initial engagement through to impeccable completion.
Collaborate with the Sales and Marketing teams to assess market gaps, emerging travel segments, and opportunities for revenue enhancement.
Strategies for scalability and long-term growth play a pivotal role in this position, requiring a forward-thinking mindset to drive sustainable innovation and operational excellence. The ideal candidate must possess the ability to analyze market trends, assess risk factors, and implement scalable solutions that align with organizational objectives. Proficiency in identifying high-impact opportunities and optimizing processes to support expansion is essential, as is a track record of delivering measurable results in dynamic environments. Collaboration with cross-functional teams to align strategic initiatives with business priorities will be a key responsibility, ensuring cohesive execution across departments. A strong analytical foundation and adaptability to evolving business needs are critical for success in this role.
Collaborate closely with the General Manager to implement the department’s strategic vision, achieve revenue objectives, and advance the established growth initiatives.
Implement strategic initiatives aimed at optimizing processes to eradicate operational inefficiencies and enhance overall profitability.
Engage actively in collaborative forecasting initiatives, contribute to budget planning processes, and participate in strategic scaling discussions within the department.
Develop resilient, automated, and scalable operational frameworks designed to efficiently manage substantial seasonal fluctuations in demand.
We are seeking a dynamic professional to drive product development and spearhead innovation initiatives within our organization. The ideal candidate will possess a strong background in product lifecycle management, with a proven ability to identify market trends and translate them into actionable strategies. Key responsibilities include conducting market research, collaborating with cross-functional teams, and overseeing the end-to-end development process from ideation to commercialization. Candidates must demonstrate expertise in agile methodologies, data-driven decision-making, and a deep understanding of customer needs. Strong project management skills, exceptional communication, and the ability to lead innovative projects are essential. A degree in business, engineering, or a related field is required, along with 5+ years of relevant experience in product development. Familiarity with industry tools and technologies is a plus.
Spearhead ongoing enhancements, diversification, and modernization initiatives within the tour product portfolio.
Lead the development of immersive, destination-focused, and uniquely crafted itineraries that cater to diverse traveler demographics.
Spearhead the development of innovative solutions for route planning, seasonal travel packages, specialized interest-based travel, and high-end or luxury travel experiences.
Regularly evaluate product offerings in comparison to shifting global traveler demands and competitive market benchmarks to ensure alignment and relevance.
The role involves overseeing supplier relationships to maximize value and efficiency while ensuring contractual obligations are met. It requires analyzing vendor performance, negotiating favorable terms, and identifying opportunities for cost reduction and process improvements. Key responsibilities include maintaining accurate supplier records, conducting regular audits, and managing contract renewals or terminations. The position demands strong analytical, negotiation, and communication skills, along with a deep understanding of supply chain dynamics and contract law. Proficiency in data analysis tools and ERP systems is essential to track performance metrics and drive strategic decision-making.
Develop and maintain high-value, strategic partnerships with essential suppliers, including hotels, transport providers, local guides, and ancillary service providers.
Collaborate on commercial discussions to finalize advantageous agreements featuring competitive pricing, enhanced terms, additional benefits, and adaptable cancellation provisions.
Monitor supplier performance to ensure compliance with service level agreements (SLAs), and take corrective measures or transition vendors as required.
Ensures adherence to quality standards and regulatory requirements through meticulous inspection and validation processes, meticulously documenting findings to maintain comprehensive compliance records. Collaborates with cross-functional teams to identify deviations, implement corrective measures, and uphold stringent quality protocols. Analyzes data to assess trends, mitigate risks, and prevent non-conformances, fostering a culture of continuous improvement across operations.
Ensure full compliance with established standard operating procedures, margin policies, internal approval thresholds, and documentation requirements.
Establish and execute proactive quality assurance measures to reduce operational discrepancies, pricing inaccuracies, 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 seamless operations and uphold exceptional service standards to ensure a smooth and efficient experience for all guests.
Gather and evaluate market intelligence and conduct in-depth competitive analysis to identify key trends, emerging opportunities, and potential threats within the industry. Utilize various data sources, including market research reports, industry publications, and competitive benchmarking tools, to assess market dynamics and competitor strategies. Prepare comprehensive reports and presentations to communicate findings to stakeholders, ensuring they are actionable and strategically aligned with business objectives. Collaborate with cross-functional teams to integrate insights into decision-making processes, driving informed strategic initiatives and maintaining a competitive edge in the marketplace.
Analyze evolving destination trends, competitor pricing strategies, traveler behavior patterns, and regulatory changes within the global travel industry.
Deliver insightful, data-backed analyses and actionable recommendations to Senior Management, addressing evolving market dynamics.
Swiftly adapt product positioning and operational strategies to sustain a competitive market advantage.
Seeking a candidate with a Bachelor’s degree in a relevant field and at least three years of hands-on experience in a comparable role. Proficiency in industry-specific software or tools is essential, along with strong analytical and problem-solving abilities. The ideal applicant must demonstrate excellent communication skills and the capacity to work both independently and collaboratively within a team environment. Prior experience in project management or leadership is highly advantageous.
A bachelor’s degree in Hospitality, Tourism Management, Business Administration, or a related field is required, with a master’s degree or relevant certifications preferred.
A minimum of eight years of progressively responsible experience in tour operations, outbound or inbound travel management, or Destination Management Company (DMC) operations is required, with at least three years in a senior supervisory or managerial role.
Technical Expertise: In-depth familiarity with tour-costing software solutions, leading CRM platforms, travel reservation systems, and Global Distribution Systems (GDS), including comparable inbound platforms.
Proven track record in overseeing departmental profit and loss components, driving margin enhancement initiatives, and executing large-scale budgetary oversight.
Adaptability, collaboration, problem-solving, analytical thinking, and effective communication are essential for this role. Proficiency in industry-relevant software and tools, along with a commitment to continuous learning, is required. Candidates must demonstrate leadership potential, attention to detail, and the ability to work under pressure in a fast-paced environment. Strong organizational skills and a customer-centric approach are also critical for success in this position. Prior experience in a similar role and a track record of achieving measurable results are highly desirable.
A proven ability to lead and develop teams, demonstrated through successfully building and expanding high-performing operational groups.
Exceptional proficiency in organizing, managing logistics, and mapping workflows is essential.
Proven expertise in conducting sophisticated negotiations and cultivating strong, enduring partnerships with global clients and suppliers.
Demonstrates a strong analytical approach coupled with the capacity to derive meaningful insights from data, enabling strategic improvements in conversion performance.
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
