The Group Travel Specialist & Team Lead is responsible for leading the tours operations team and planning, coordinating, and leading group travel programs for business, leisure, religious and educational clients. The role ensures seamless execution of tours abroad, high-quality customer experiences, operational efficiency, and revenue growth. This position combines strategic leadership, hands-on tour management, and international travel expertise.
Key Responsibilities
Leadership & Team Management
- Lead, supervise, and mentor the tours operations team, setting clear goals and monitoring performance.
- Develop and implement operational processes, SOPs, and best practices for international tours.
- Monitor team productivity, adherence to service standards, and customer satisfaction metrics.
- Handle escalations and ensure efficient resolution of client issues.
- Collaborate with sales and marketing to design and promote international tour packages.
International Group Travel Management
- Plan, coordinate, and execute international group travel itineraries, including flights, accommodation, local transport, activities, and meals.
- Act as tour leader for selected international groups, ensuring smooth on-ground operations.
- Liaise with clients to understand travel requirements, budgets, and preferences.
- Coordinate with international suppliers and partners to secure competitive rates and confirm services.
- Manage visas, travel documentation, insurance, and pre-departure briefings for groups.
- Monitor group travel budgets and ensure profitability and cost efficiency.
- Act as the primary point of contact for clients before, during, and after international travel.
Supplier & Vendor Management
- Build and maintain relationships with hotels, airlines, transport providers, local guides, and other international partners.
- Negotiate contracts, rates, and service levels to optimize cost and quality.
- Monitor supplier performance and recommend improvements for future tours.
Reporting & Analytics
- Track lost revenue opportunities due to pricing, service, or operational gaps, and propose corrective actions.
- Prepare reports on team performance, tour execution, client satisfaction, and revenue.
- Analyze trends and feedback to continuously improve international tour offerings and operational efficiency.
Requirements
Academic Qualifications and Experience Required
- Bachelor’s degree in Hospitality, Tourism, Travel Management, or related field.
- Minimum of 5 years of experience in tours management or international group travel within a reputable travel agency or tour company.
- At least 2 years in a leadership role managing teams.
- Proven experience in planning, executing, and leading international group tours.
- Strong track record of building client relationships, handling end-to-end tour logistics, and closing high-value travel packages.
- Practical experience working with global suppliers, DMCs, airlines, and hotel partners.
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