Operations Agent

About the role

The Operations Agent will act as the bridge between suppliers, tour leaders, guides and the office operations team. You will travel to meet suppliers, ensure quality standards, and support the delivery of daily and multi‑day tours.

Key responsibilities

• Coordinate with suppliers, tour leaders and freelance guides via phone, chat and email.
• Travel to supplier locations to assess service quality and maintain strong relationships.
• Manage last‑minute bookings, cancellations and itinerary changes for daily, multi‑day and full‑package tours.
• Collect and analyse daily feedback from tours to maintain high quality standards.
• Communicate pre‑tour details and pick‑up times to customers, and follow up for satisfaction and reviews.
• Resolve customer complaints promptly, ensuring excellent service standards.
• Support the Sales & Guest Relations teams by answering queries and providing operational assistance.
• Participate in product planning, launch new tours and evaluate suppliers and guides.

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.
• Strong multitasking, time‑management and communication abilities.
• Ability to work flexibly, travel frequently and adapt to fast‑changing situations.

Required skills

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