Executive, Travel Operations

POSITION SUMMARY:

The Executive, Travel Operations independently manages complex, premium and time-sensitive travel arrangements. The role handles service recovery and operational escalations, performs quality checks, supports travel-policy compliance. The position coordinates daily operational tasks, maintain the travel agent counters operations in Melco Properties to ensure a high standard of customer service is delivered.

PRIMARY RESPONSIBILITIES:

·         Book and confirm air, hotel, ground transportation, insurance and other approved travel services.

·         Prepare and verify itineraries, tickets, confirmations and supporting documents before release.

·         Identify travel requirements and recommend suitable options within approved policy, budget and service guidelines.

·         Cooperate with clients to determine their needs and advise the appropriate destination, modes of transportations, travel dates, costs and accommodations.

·         Provide relevant information, brochures and publications (guides, local customs, maps, regulations, events etc.) to travellers.

·         Process routine changes, cancellations and refunds within delegated procedures, and escalate exceptions.

·         Collect payments and fees, issue required records and complete daily transaction reconciliation.

·         Handle complex amendments, disruptions, refunds, supplier disputes and service-recovery cases through resolution.

·         Conduct quality checks on itineraries, ticketing, documentation, payments and records.

·         Maintain accurate records and comply with Company information-security standards, personal-data privacy requirements and payment-card handling procedures.

·         Perform other duties as assigned by the Company.

·         Adhere to and act in accordance with all established policies and procedures of the Company.

QUALIFICATIONS:

Experience

·         At least 1 year of relevant experience, including complex travel arrangements; premium or corporate travel experience is preferred.

Education

·         Bachelor's degree or diploma in Tourism, Hospitality, Business or a related field is preferred; relevant experience may be considered.

Skills / Competencies

·         Strong GDS (Global Distribution System), ticketing, fare-rule and travel-regulation knowledge.

·         Strong problem-solving, service-recovery and coordination skills.

·         Able to coordinate workflow independently, detail-oriented, patient and responsible, with strong execution ability.

·         Fluent in written and spoken Chinese (Mandarin/Cantonese) and English, proficiency in other languages is a plus

·         Able to work varied shifts, including weekends and holidays.