Operations Agent

About the role

The Operations Agent will act as the bridge between suppliers, tour leaders, guides and the office team, ensuring smooth delivery of daily and multi‑day tours. This role requires frequent travel to meet partners, quick problem‑solving, and strong communication with customers before, during, and after tours.

Key responsibilities

• Coordinate with suppliers, tour leaders and freelance guides to guarantee tour quality.
• Travel to supplier locations for quality checks and to support ground operations.
• Handle last‑minute bookings, cancellations and itinerary changes across daily, multi‑day and full‑package tours.
• Collect and analyse daily feedback from customers, guides and suppliers.
• Maintain strong relationships with partners and ensure compliance with company policies.
• Respond to queries from Sales and Guest Relations teams.
• Participate in product planning, launch new tours and evaluate partners using feedback forms.
• Communicate pre‑tour details to customers, stay connected during tours, and follow up for satisfaction and reviews.
• Resolve customer complaints promptly while up‑selling additional services.

Required profile

• Bachelor’s degree in Tourism, Hospitality or a related field.
• Minimum 3 years proven experience as an Operations Agent in the tourism industry.
• Fluency in English; additional languages are a plus.
• Excellent time‑management and multitasking abilities.
• Strong verbal and written communication skills.

Required skills

• Proficiency in Microsoft Excel.
• Familiarity with travel booking platforms for tours and meet‑and‑assist services.