General Manager (Chinese Speaking – Travel Agency)

ACI HR Solutions Ltd; Toronto; On-site; CAD 200,000 - 250,000; Full time

Job summary

A well-established travel company in Toronto is seeking a General Manager to lead operations and customer experience for multiple locations. The ideal candidate will possess over 5 years of senior management experience within the travel sector, with fluent Cantonese or Mandarin skills. This role requires strong leadership capabilities, financial literacy, and a focus on exceptional customer service. The position offers full-time employment with comprehensive responsibilities across Canada.

Qualifications

• Minimum 5 years of senior management experience in a travel agency or customer service-oriented business.
• Proven success in managing a team-based operation.
• Strong operational leadership and process improvement experience.
• Flexible availability including evenings and weekends.
• Fluent in Cantonese or Mandarin.

Responsibilities

• Lead and coach a sales and service team focused on customer experience.
• Oversee day-to-day operations and assist with urgent customer issues.
• Create and implement new processes to improve workflows.
• Manage hiring, team development, and performance reviews.
• Spearhead planning of new office openings across Canada.

Skills

Leadership

Customer service mindset

Financial literacy

Staff recruitment and coaching

Problem-solving

Tools

CRM software

Travel operations software

Job description

Position : General Manager (Chinese Speaking – Travel Agency)

Location : Toronto, ON

Job Type : Full-Time

We are seeking an experienced and driven General Manager to lead and grow a well-established, multi-location travel company. This is a leadership role suited for someone who has managed a staffed retail travel agency — not a one-person travel consultancy or influencer-style operation.

You will report directly to the private equity ownership group and be responsible for all aspects of operations, team leadership, customer experience, and expansion across Canada.

Key Responsibilities :

Lead and coach a 10+ person sales and service team, instilling a culture of exceptional customer experience.

Oversee all day-to-day operations and be available to assist with urgent customer issues (can be handled remotely).

Create and implement new processes to address customer pain points and streamline workflows.

Manage hiring, team development, and performance reviews to build a culture of accountability and pride.

Spearhead the planning and execution of new office openings across Canada.

Take full ownership of the profit and loss performance of the business.

Act as a strategic leader and mentor across a 25+ person organization.

Travel internationally as needed for destination research and vendor engagement.

Qualifications :

Minimum 5 years of senior management experience in a travel agency, hospitality group, or customer service-oriented business.

Proven success managing a team-based operation including recruitment, coaching, and performance oversight.

Strong customer service mindset with operational leadership and process improvement experience.

Excellent communication, leadership, and problem-solving skills.

Financial literacy with experience in managing budgets and KPIs.

Proficient with scheduling, CRM, or travel operations software (preferred).

Flexible availability including evenings, weekends, and peak travel periods.

Fluent in Cantonese or Mandarin (spoken and written).

Preferred Background :

Experience managing a staffed retail travel agency with a customer-facing office setup.

Track record of launching or scaling multi-location operations.

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