General Manager (Chinese Speaking – Travel Agency)

ACI HR Solutions Ltd; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

A well-established travel agency is seeking a bilingual General Manager to lead operations and a large service team. The role involves strategic leadership, customer service enhancement, and overseeing the opening of new locations across Canada. The ideal candidate will possess extensive management experience in a customer service-oriented business and be fluent in Cantonese or Mandarin.

Qualifications

• Minimum 5 years of senior management experience in travel agency or customer service-oriented business.
• Fluent in Cantonese or Mandarin (spoken and written).
• Proven success in team management and operational leadership.

Responsibilities

• Lead and coach a sales and service team while overseeing day-to-day operations.
• Spearhead the planning of new office openings across Canada.
• Take ownership of profit and loss performance of the business.

Skills

Leadership

Problem Solving

Customer Service

Communication

Financial Literacy

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.