Travel Manager (Holiday Division)

Uniglobe Focus Travel and Tours; Hyderabad; On-site; INR 700,000 - 1,200,000; Full time

Job summary

Uniglobe Focus Travel and Tours is seeking a Travel Manager for the Holiday Division to lead the growth of our holiday travel business. Responsibilities include driving sales performance, managing supplier relationships, and ensuring exceptional customer experiences.

The ideal candidate will possess sales leadership, market intelligence, and operational oversight skills. With a strong background in travel operations, they will uphold the brand’s quality standards while innovating travel offerings.

Qualifications

• Minimum 5-10 years in holiday travel operations and sales.
• 2-3 years in a leadership or managerial role.
• Strong knowledge of domestic and international destinations.

Responsibilities

• Drive holiday sales and achieve revenue targets.
• Convert customer inquiries into bookings.
• Lead and mentor the holidays team.

Skills

Sales Leadership

Destination Expertise

Customer-Centric Thinking

Team Management

Education

Bachelor’s Degree in Travel & Tourism or related field

Job description

The Travel Manager – Holiday Division is responsible for leading and growing the company's holiday travel business by driving sales performance, ensuring exceptional customer experiences, developing innovative travel products, managing strategic supplier and tourism board relationships, and building a high-performing holidays team.

The role requires a combination of sales leadership, destination expertise, market intelligence, operational oversight, customer-centric thinking, and commercial acumen to ensure sustainable business growth and profitability.

The Travel Manager serves as the custodian of the holiday brand and is accountable for ensuring every customer receives a superior travel experience while continuously enhancing the company’s product portfolio and market positioning.

Key Responsibilities

1. Sales Leadership & Business Development

• Drive holiday sales and achieve revenue targets.
• Convert customer inquiries into confirmed bookings.
• Guide and mentor consultants on sales techniques and customer engagement.
• Monitor lead conversion performance and booking trends.
• Ensure timely follow-up on all inquiries and sales opportunities.
• Identify opportunities for upselling and cross-selling travel products.

Key Performance Indicators (KPIs)

• Inquiry-to-booking conversion ratio.
• Revenue generated.
• Lead response and follow-up turnaround time.

2. Query Management & Department Ownership

• Maintain complete visibility over all customer inquiries handled by the team.
• Conduct regular review meetings to monitor inquiry status.
• Ensure no potential opportunity is overlooked.
• Personally manage:
• VIP clients
• Complex itineraries
• Strategic corporate and referral accounts
• Monitor inquiry quality and service standards.

KPIs

• Query response time.
• Lost inquiry analysis.
• Pre-sales customer satisfaction scores.

3. Itinerary Development & Product Excellence

• Review and enhance itineraries prepared by consultants.
• Ensure all itineraries meet company quality standards.
• Introduce innovative travel experiences and unique destination offerings.
• Recommend authentic local experiences, attractions, and dining options.
• Continuously improve itinerary presentation and customer value proposition.

KPIs

• Reduction in itinerary revisions.
• Number of new experiences introduced.

4. Market Research & Travel Trend Analysis

• Monitor domestic and international travel trends.
• Analyze competitor offerings and pricing strategies.
• Research emerging destinations and travel experiences.
• Track new attractions, hotels, resorts, cruises, and tourism developments.
• Share industry updates and market intelligence with the team.

KPIs

• Competitive benchmarking exercises completed.
• New products launched.

5. New Destination Development

• Identify and launch new destinations and travel products.
• Build destination knowledge and supplier networks.
• Develop destination guides and sales resources.
• Create training materials for newly introduced products.
• Position the company as an early mover in emerging destinations.

KPIs

• Number of new destinations introduced.
• Revenue from new destinations.
• Team product knowledge readiness.

6. Team Management, Training & Capability Development

• Lead, mentor, and develop the holidays team.
• Conduct regular destination and product training sessions.
• Improve team capabilities in:
• Itinerary design
• Destination knowledge
• Develop destination specialists within the organization.
• Conduct performance reviews and coaching sessions.

KPIs

• Training programs conducted.
• Product knowledge assessment scores.
• Employee retention and development.

Build strong relationships with:

• Hotels and resorts
• Airlines
• Cruise operators
• Activity providers

Negotiate competitive rates and value-added benefits.

Ensure supplier reliability and service quality.

KPIs

• Commercial benefits negotiated.
• Exclusive offers secured.
• Supplier quality ratings.

8. Tourism Board & Strategic Partnership Management

• Develop relationships with tourism boards and destination representatives.
• Represent the company at:
• Tourism roadshows
• Webinars
• Industry networking events
• Explore co-marketing and partnership opportunities.

KPIs

9. Customer Experience & Feedback Management

• Monitor customer reviews and travel feedback.
• Analyze customer insights to improve products and services.
• Ensure consistent delivery of exceptional travel experiences.
• Implement service improvement initiatives.

KPIs

• Customer Satisfaction Score (CSAT).
• Net Promoter Score (NPS).
• Repeat customer ratio.
• Online review ratings.

10. Escalation & Crisis Management

• Act as the final escalation point for customer issues.
• Manage service failures and supplier disputes.
• Ensure prompt and professional complaint resolution.

KPIs

• Escalation resolution time.
• Complaint closure rate.
• Customer recovery rate.
• Post-resolution satisfaction score.

11. Profitability & Business Performance

• Achieve annual revenue and profit targets.
• Monitor margins across destinations and products.
• Ensure effective pricing and commercial strategies.
• Improve departmental productivity and operational efficiency.
• Identify opportunities for cost optimization.

KPIs

• Gross profit achievement.
• Cost-saving initiatives implemented.

Required Qualifications

• Bachelor’s Degree in Travel & Tourism, Hospitality, Business Administration, Marketing, or related field.
• Minimum 5–10 years of experience in holiday travel operations and sales.
• Minimum 2–3 years in a leadership or managerial role.
• Strong knowledge of domestic and international destinations.
• Experience working with DMCs, tourism boards, airlines, and hotel partners.

Technical Skills

• Holiday package planning
• Itinerary development
• Supplier negotiations
• Revenue and margin management
• CRM and travel booking systems

Leadership Skills

• Team management
• Coaching and mentoring
• Performance management
• Strategic planning
• Decision-making

Personal Attributes

• Customer-focused mindset
• Problem-solving ability
• Strong communication and presentation skills
• Relationship-building capability
• Ability to work under pressure

The Travel Manager is expected to function not only as a sales leader but also as the guardian of the company’s holiday travel brand.

The role demands continuous innovation, strong people leadership, operational excellence, customer‑centric decision‑making, and strategic thinking to ensure:

• Every itinerary is better than the last.
• Every customer interaction reflects excellence.
• The team continuously develops and performs at a high level.
• Supplier and tourism board relationships create competitive advantage.
• The product portfolio remains ahead of market trends.
• Revenue growth is achieved while maintaining sustainable profitability.