The role exists to support seamless end-to-end travel experiences by coordinating airport transfers, hotel transfers, point-to-point transport, and special transport requirements while maintaining strong relationships with transport suppliers and upholding the company’s duty-of-care obligations.
Key Accountabilities
- Ground Transportation Management:
- Manage end-to-end booking of ground transportation services for corporate clients, including airport transfers, hotel transfers, point-to-point transfers, and special requests.
- Ensure bookings are accurately recorded with correct dates, times, pick-up/drop-off locations, vehicle types, and passenger details.
- Coordinate amendments, cancellations, and last-minute changes efficiently to minimize disruption to client travel plans.
- Supplier Relationship Management:
- Develop and maintain relationships with approved transport suppliers and vehicle operators to ensure service quality, availability, and cost-effectiveness.
- Monitor supplier performance, adherence to agreed service levels, and compliance with contracts and company policies.
- Maintain and update transport supplier records, rate cards, and agreements within internal systems.
- Client Service and Communication:
- Serve as the first point of contact for clients regarding transport services, addressing inquiries, complaints, or service escalations promptly and professionally.
- Ensure clients receive accurate travel documentation, including transfer confirmations, itineraries, and vouchers.
- Liaise proactively with clients and internal teams to communicate delays, changes, or operational issues affecting transport arrangements.
- Operational Coordination and Compliance:
- Coordinate with operations, hotel, and air ticketing teams to ensure seamless end-to-end travel experiences for clients.
- Monitor and track transfer schedules to ensure on-time execution of all services.
- Support emergency or after-hours transport requests in line with company policies and duty-of-care obligations.
- Ensure all transport arrangements comply with corporate travel policies, client contracts, and applicable regulatory requirements.
- Maintain high standards of passenger safety and duty-of-care during all transport operations.
- Record and report incidents or deviations in service delivery and participate in corrective actions.
- Reporting and Process Improvement:
- Prepare regular reports on transport bookings, service performance, and supplier compliance.
- Identify opportunities to improve operational processes, optimize costs, and enhance client satisfaction.
- Participate in training, professional development, and process improvement initiatives.
Requirements
Academic Qualifications and Experience Required
- Education: Diploma or Bachelor’s degree in Travel & Tourism Management, Hospitality Management, Business Administration, Logistics, or a related field.
- Certifications: Professional certifications in Travel Management, Customer Service, or Transport Operations will be an added advantage.
- Technical Proficiency: Familiarity with corporate travel booking systems or CRM platforms is desirable.
- Experience: Minimum of 2–3 years’ experience in corporate travel operations, transport coordination, or hospitality/ground transport management.
- Specific Experience: Demonstrated experience in handling airport transfers, hotel transfers, and point-to-point transport arrangements.
- Stakeholder Management: Experience liaising with transport suppliers, vehicle operators, and corporate clients.
- Skills: Proven track record in managing emergency or last-minute transport changes efficiently.
- Knowledge: Familiarity with corporate travel policies, SLAs, and duty-of-care obligations is highly preferred.
- Competencies: Demonstrated ability to manage multiple tasks, communicate effectively, and deliver high-quality client service.
- Attitude: Eagerness to learn and develop skills under the guidance of senior consultants.
