REQ14477 Executive, Travel Operations (Open)
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.