Assistant Manager - GDS Travel

Our Clients; Pasay; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Our Clients is seeking an Assistant Manager – GDS Travel in Pasay to lead daily operations of travel services teams, delivering high-quality reservations, ticketing, and customer support through GDS.

You will drive SLA adherence, coach Team Leaders and consultants, monitor KPIs, and ensure compliance with airline policies and client requirements while fostering a culture of service excellence.

Qualifications

• Bachelor's degree or higher in Tourism, Hospitality, Business Administration, or related field.
• 5+ years in travel operations, airline reservations, or travel BPO/shared services.
• 2+ years in supervisory/leadership role managing travel operations teams.

Responsibilities

• Lead daily operations of GDS Travel teams, ensuring SLAs, productivity, quality, and customer satisfaction.
• Coach Team Leaders and travel consultants with regular performance reviews and development plans.
• Monitor KPIs and implement action plans to improve efficiency and service quality.
• Oversee airline reservations, ticketing, reissuance, exchanges, refunds, and itinerary management.
• Ensure compliance with airline policies, client requirements, travel regulations, and standards.
• Manage customer and client escalations with timely resolutions.
• Collaborate with QA, Training, WFM, and other teams for continuous improvement.
• Analyze reports, identify trends, and recommend process improvements.
• Support client implementations, transitions, system enhancements, and process updates.
• Prepare and present operational reports and business reviews to leadership and clients.
• Optimize resource utilization, workforce planning, and staffing.

Skills

Leadership and people management

GDS expertise

Airline reservations and ticketing

Performance and operations management

Client and stakeholder relationship

Customer service and escalation

Analytical thinking and problem‑solved

Process improvement and change

Communication skills

MS Office (Excel, PowerPoint)

Education

Bachelor's degree in Tourism/Hospitality/Business

Tools

Amadeus

Sabre

Travelport-Galileo/Apollo

Job description

The Assistant Manager – GDS Travel is responsible for leading the day-to-day operations of travel services teams, ensuring the delivery of high-quality reservation, ticketing, and customer support services through Global Distribution Systems (GDS). This role oversees operational performance, drives service excellence, manages client relationships, and develops high-performing teams while ensuring compliance with airline policies, client requirements, and industry standards.

Key Responsibilities

• Manage daily operations of GDS Travel teams, ensuring service level agreements (SLAs), productivity, quality, and customer satisfaction targets are consistently achieved.
• Lead, coach, and develop Team Leaders and travel consultants through regular performance reviews, coaching sessions, and career development initiatives.
• Monitor operational performance using key performance indicators (KPIs) and implement action plans to improve efficiency and service quality.
• Oversee travel operations, including airline reservations, ticketing, reissuance, exchanges, refunds, schedule changes, fare calculations, and itinerary management.
• Ensure compliance with airline policies, client requirements, travel regulations, and organizational standards.
• Manage customer and client escalations, ensuring timely resolution while maintaining high levels of customer satisfaction.
• Collaborate with Quality Assurance, Training, Workforce Management, and other support teams to drive continuous improvement initiatives.
• Analyze operational reports, identify trends, and recommend process improvements to enhance productivity, accuracy, and customer experience.
• Support client implementations, business transitions, system enhancements, and process updates.
• Prepare and present operational reports, business reviews, and performance updates to senior leadership and clients.
• Optimize resource utilization, workforce planning, and staffing to meet changing business demands.
• Foster a culture of accountability, collaboration, continuous learning, and operational excellence.

Qualifications

• Bachelor's degree in Tourism, Hospitality Management, Business Administration, or a related field is preferred.
• Minimum of 5 years of experience in travel operations, airline reservations, or travel BPO/shared services.
• At least 2 years of experience in a supervisory or leadership role managing travel operations teams.
• Hands-on experience with Global Distribution Systems such as Amadeus, Sabre, or Travelport (Galileo/Apollo).
• Strong knowledge of airline reservations, ticketing, fare construction, exchanges, refunds, and travel industry standards.
• Experience managing client relationships and operational metrics is highly preferred.

Required Skills

• Leadership and people management
• GDS expertise (Amadeus, Sabre, or Travelport)
• Airline reservations and ticketing operations
• Performance and operations management
• Client and stakeholder relationship management
• Customer service and escalation management
• Analytical thinking and problem-solving
• Process improvement and change management
• Excellent verbal and written communication skills
• Advanced proficiency in Microsoft Office Suite, particularly Excel and PowerPoint
• Ability to manage multiple priorities in a fast-paced, customer-focused environment

Success Measures

• Consistent achievement of SLA, productivity, quality, and customer satisfaction targets
• Reduction in booking, ticketing, and operational errors
• Improved team engagement, performance, and retention
• Timely resolution of customer and client escalations
• Successful implementation of operational improvements and business initiatives
• High compliance with airline, client, regulatory, and organizational standards
• Positive client feedback and achievement of business performance goals