Luxury Travel Operations Specialist

Lush Escape Travel Sdn Bhd; Kuala Lumpur; On-site; MYR 45,000 - 65,000; Full time

Benefits offered by this job

Wellness benefits package (Health, etc

FAM trips opportunities

Maternity/Paternity Leave: 100 days /

Job summary

Lush Escape Travel Sdn Bhd in Kuala Lumpur is seeking a Luxury Travel Operations Specialist to own confirmed files from handover to completion, translating client itineraries into seamless experiences by coordinating all bookings, payments, supplier arrangements and operational details globally.

You will work with DMCs, hotels, transport providers and guides to ensure accuracy, manage amendments and prepare travel documentation while maintaining up-to-date records for each client.

Qualifications

• Experience in travel operations or travel coordination preferred.
• Strong organizational skills and high attention to detail.
• Excellent communication and interpersonal abilities.

Responsibilities

• Take ownership of confirmed travel files from handover through trip completion.
• Coordinate all bookings, payments, supplier arrangements and special requests with DMCs, hotels, airlines and guides.
• Prepare travel vouchers, confirmations and final documents for clients.
• Maintain accurate records of bookings, payments and client preferences.
• Provide in-destination support and resolve issues promptly to ensure client satisfaction.

Job description

The Luxury Travel Operations Specialist is responsible for taking full ownership of each confirmed travel file from handover through trip completion, translating client itineraries into seamless travel experiences by coordinating all bookings, payments, supplier arrangements, special requests and operational details with DMCs, hotels, airlines, transport providers, guides, restaurants and other partners globally, ensuring every element is accurately managed, proactively followed through and delivered exactly as planned.

Booking & Travel Operations

Take over confirmed files after itinerary and client confirmation.

Manage confirmed FIT and group bookings from confirmation through travel completion.

Coordinate all travel arrangements, including hotels, flights, transfers, guides, tours, restaurants, experiences, and other suppliers.

Verify and double check all booking details against confirmed itineraries to ensure accuracy and consistency.

Reconfirm all travel arrangements with DMC prior to client departure.

Manage booking amendments, cancellations, special requests, and last-minute changes.

Prepare travel vouchers, booking confirmations, and final travel documentation.

Prepare and manage rooming lists, passenger manifests, and other group operational requirements where applicable.

Maintain accurate and up-to-date records of bookings, payments, customer preferences, confirmations, and other operational details.

Liaise closely with suppliers to ensure all services are booked and delivered according to confirmed arrangements.

Track supplier payments, booking and cancellation deadlines to avoid penalties or booking losses.

Follow up on supplier confirmations, outstanding information, and service requirements including special arrangements.

Check supplier invoices and payment requirements against confirmed arrangements.

Work with suppliers to resolve booking issues, disruptions, or changes and arrange suitable alternatives when required.

Itinerary & Quality Control

Coordinate closely with the Product & Itinerary Curator to ensure proposed itineraries are operationally feasible.

Identify potential logistical or operational issues before they affect the client’s journey. Your role will be to proactively catch problems before the guest ever knows there was one.

Ensure confirmed arrangements, timings, special requests, and client preferences are properly communicated to relevant suppliers.

Conduct final pre-departure checks to ensure bookings, payments, confirmations, vouchers, and travel documents are complete and accurate.

Maintain high service and quality standards throughout the client’s journey.

Client & In-Destination Support

Provide travel and in-destination support to clients when required.

Coordinate guest and concierge requests, including transportation, guides, dining, experiences, and other arrangements, and follow up with suppliers to ensure requests are fulfilled accurately and promptly.

Respond promptly to unexpected changes or disruptions and coordinate appropriate and customer centric solutions. This would include flight cancellations, delays, missed connections, supplier no-shows, hotel issues, medical situations, weather disruptions and other in-destination incidents.

Escalate major incidents internally & with external partners promptly while simultaneously coordinating practical alternatives with relevant partners.

Ensure client preferences and special requests are followed through to deliver a seamless and personalised travel experience.

Able to provide reasonable after-hours support when clients are travelling or when urgent operational situations arise.

Coordinate birthdays, anniversaries, honeymoons, proposals, celebrations, room amenities, gifts and surprise experiences.

Work discreetly with hotels, DMCs and partners to execute surprise arrangements without compromising the intended experience.

Ensure personalisation requests are clearly documented and communicated to suppliers

Destination & Travel Knowledge

Stay updated on entry requirements, visa requirements, travel advisories, and destination-specific operational information.

Keep abreast of relevant changes that may affect clients’ travel arrangements.

Escalate important travel restrictions, operational changes, or destination issues to the relevant team members when required.

Administration & General Responsibilities

Maintain complete and organised operational records to support booking control, finance reconciliation, client servicing, and post-trip follow-up.

Post-Trip Update on Client Preferences: Eg: Mr Amar prefers window seats, still water, king beds and rooms facing greenery.

Confidentiality: Maintain strict confidentiality and discretion when handling client information, travel arrangements, passports, personal preferences and VIP requests.

Customer Satisfaction: Strive for excellent customer reviews and high Net Promoter Scores (NPS) by delivering memorable service.

Event Participation: Be involved in travel and company events such as MAS Travel Fair, MATTA Fair, and exclusive travel talks.

Able to Travel: Must be able to travel overseas for work.

Other Duties: Carry out additional tasks at the discretion of the company.

We're Looking for Someone Who

Has experience in travel operations, travel coordination or a related role

Is highly organised, detail-oriented and able to manage multiple tasks simultaneously

Has excellent communication and interpersonal skills

Is passionate about luxury travel and delivering exceptional service

Takes ownership of their work and pays close attention to every detail

Is proactive, responsible and able to work effectively both independently and as part of a team

Is comfortable coordinating with multiple suppliers and handling time-sensitive arrangements

Holds a valid MOTAC Tour Guide Licence (an added advantage, but not mandatory)

Why Join Us?

Opportunities to travel on selected FAM trips

100 days of Maternity Leave

10 days of Paternity Leave

Wellness Benefits, including: Health Screening, Dental, Optical, Sports, Physio, Chiro, Massage, TCM, Mental Health and Holidays booked through Lush Escape!

Luxury Travel Operations Specialist - [Your Name]