Operations Assistant
Key Duties and Responsibilities
End-to-End Booking Operations
- Handle end-to-end travel operations including flights, hotels, tours, and packages.
- Process bookings, amendments, cancellations, reissues, and refunds.
- Ensure accuracy of itineraries, travel documents, and ticketing.
- Verify booking details against customer and supplier requirements before confirmation.
Supplier Coordination
- Coordinate with airlines, hotels, tour operators, and ground handlers.
- Monitor booking deadlines, payment schedules, and supplier cut-off times.
- Maintain good working relationships with suppliers to ensure responsive service.
- Follow up with suppliers on outstanding confirmations or documentation.
Operational Issue Resolution
- Handle operational issues such as schedule changes, disruptions, and customer follow-ups.
- Investigate and resolve booking discrepancies or errors promptly.
- Escalate complex operational issues to the Assistant Operations Manager where necessary.
- Communicate resolution updates clearly to relevant internal teams.
Sales & Service Liaison
- Liaise with sales and customer service teams to support confirmed bookings.
- Provide accurate booking status updates to internal teams as needed.
- Support sales and service teams in resolving customer queries related to bookings.
- Ensure smooth handover of operational information between departments.
Records & Documentation Management
- Maintain accurate records and documentation in internal systems.
- Ensure booking and supplier records are complete, accurate, and up to date.
- Retrieve records as needed for reporting, audits, or issue resolution.
- Organise documentation in line with company filing standards.
Peak Period & Group Support
- Support group tours, special requests, and peak travel periods when required.
- Manage increased booking volumes efficiently during peak seasons.
- Coordinate closely with suppliers and internal teams for group bookings.
- Remain flexible to work extended hours or weekends during peak periods as needed.
Job Requirements
- Diploma or Bachelor's degree in Tourism, Hospitality, Business Administration, or a related field.
- 1–3 years of experience in travel operations supporting the China market or a related administrative environment.
- Demonstrated track record of executing core duties aligned with organizational standards.
- Strong verbal and written English communication skills to coordinate bookings and communicate with suppliers and internal teams.
- Proficiency in travel booking tools and digital management systems relevant to the role.
- High attention to detail and ability to prioritise daily tasks efficiently.
- Ability to work collaboratively within cross-functional teams and maintain strict confidentiality.