Tour Operations Manager

Outbound Tour Operations Manager

Company: Xpedia Holidays

Location: Kochi, Kerala

Employment Type: Full-Time | On-site

Department: Outbound Tours

Reporting To: General Manager / Management

Job Summary

Xpedia Holidays is looking for an experienced Outbound Tour Operations Manager to lead and manage our international tour operations.

The candidate will be responsible for the complete operational cycle of outbound travel—from receiving confirmed enquiries and preparing itineraries to supplier coordination, reservations, documentation, payments and ensuring smooth delivery of the tour.

The ideal candidate should have strong destination knowledge, excellent supplier relationships and the ability to manage FIT, Group, Corporate and MICE movements efficiently and profitably.

Key Responsibilities

1. Outbound Tour Operations

Manage end-to-end operations of international tour packages.

Handle FIT, GIT, leisure groups, corporate groups and MICE movements.

Design and finalize customized international itineraries according to client requirements.

Coordinate hotels, transfers, sightseeing, activities, guides, meals and other ground arrangements.

Ensure all services are reconfirmed before passenger departure.

Prepare and maintain detailed tour files for every confirmed booking.

Handle last-minute operational changes, cancellations and emergencies.

2. Destination & Product Knowledge

Maintain strong working knowledge of major outbound destinations, particularly:

Thailand

Singapore

Malaysia

Bali / Indonesia

Vietnam

Dubai & UAE

Maldives

Sri Lanka

Europe

Turkey

Georgia & Azerbaijan

Mauritius

South Africa

Other emerging international destinations

Continuously update knowledge regarding hotels, attractions, transfers, destination regulations and new tourism products.

3. Supplier & DMC Management

Develop and maintain strong relationships with international DMCs, hotels and suppliers.

Negotiate competitive B2B rates and special group rates.

Compare quotations from multiple suppliers before finalizing bookings.

Ensure supplier quotations match the required service standards.

Maintain an updated database of reliable DMCs and suppliers.

Negotiate credit facilities and payment terms wherever possible.

Resolve supplier-related operational issues quickly and professionally.

4. Costing & Profitability

Prepare accurate tour costing and selling-price calculations.

Ensure appropriate margins are maintained on every booking.

Monitor supplier costs and identify opportunities for better rates.

Prevent revenue leakage caused by incorrect costing, missed services or operational errors.

Maintain booking-wise profitability reports.

Coordinate with management before approving exceptional discounts or low-margin bookings.

5. Reservations & Booking Management

Coordinate and monitor:

International hotels

Airport transfers

Sightseeing

Activities and excursions

Meals

Guides

Coaches and transportation

Cruises and ferries

Attraction tickets

Travel insurance

Other destination services

Ensure vouchers, confirmations and travel documents are issued accurately and on time.

6. Visa & Travel Documentation Coordination

Maintain updated knowledge of basic visa requirements for major outbound destinations.

Coordinate with the visa team/consultants for passenger documentation.

Verify passport validity and other essential travel requirements.

Ensure passengers receive necessary travel information before departure.

7. Group & MICE Operations

Take operational responsibility for international:

Corporate incentive tours

MICE groups

Dealer and distributor tours

Conference groups

Leisure groups

Customized group departures

Coordinate conference venues, meeting halls, gala dinners, group meals, transportation, activities and special arrangements.

Prepare detailed group movement sheets and ensure seamless coordination between the client, tour leader and overseas DMC.

8. Team Management

Lead and supervise the outbound operations team.

Allocate enquiries and operational responsibilities among team members.

Monitor pending quotations, confirmations, payments and documentation.

Train junior tour executives and trainees.

Conduct regular reviews of active and upcoming departures.

Establish SOPs and checklists for outbound tour operations.

Ensure team members maintain proper booking records and follow-up systems.

9. Coordination With Sales Team

Support the sales team with destination knowledge and competitive quotations.

Ensure quotations are prepared within agreed turnaround times.

Suggest alternative hotels, destinations and itineraries to improve conversion.

Assist the sales team with complex international enquiries and large group proposals.

Participate in client meetings for important corporate and MICE enquiries when required.

10. Customer Experience

Ensure clients receive accurate and complete pre-departure information.

Coordinate special requirements including honeymoon arrangements, anniversaries, birthdays, dietary requirements and VIP services.

Provide operational support during travel when required.

Handle service complaints and coordinate immediate solutions with overseas suppliers.

Conduct post-tour reviews for important groups.

Operational Controls

The Outbound Tour Operations Manager will be responsible for maintaining proper controls for:

Enquiry → Quotation → Confirmation → Supplier Booking → Payment → Documentation → Reconfirmation → Travel → Feedback → Booking Closure

Every confirmed booking should have clear records of:

Client payment

Supplier payment

Final costing

Selling price

Gross profit

Supplier confirmations

Vouchers and documentation

Outstanding payments

Key Performance Indicators (KPIs)

Performance will be measured based on:

Turnaround time for quotations

Accuracy of costing and bookings

Gross profit/margin per booking

Number of operational errors

Supplier rate competitiveness

Customer satisfaction

Successful handling of groups and MICE movements

Supplier payment management

Team productivity

Reduction in complaints and service failures

Timely completion of documentation and vouchers

Qualification & Experience

Preferred Qualification:

Degree/Diploma in Travel & Tourism, Hospitality Management, Business Management or related discipline.

Experience:

Minimum 4–7 years of experience in outbound tour operations, with preferably 1–2 years in a supervisory or managerial role.

Required Skills

Excellent international destination knowledge

Strong outbound tour costing skills

Experience dealing directly with international DMCs

FIT and Group Operations experience

MICE operations knowledge

Strong negotiation skills

Excellent communication skills

Ability to handle multiple departures simultaneously

Strong Excel/Google Sheets knowledge

Knowledge of CRM/travel management systems

Strong problem-solving and crisis-management ability

Leadership and team-management skills

Preferred Candidate Profile

We are looking for someone who is not merely a reservation executive.

The candidate should be capable of independently taking responsibility for the entire outbound operations department, negotiating with international suppliers, controlling margins, managing the operations team and ensuring that every passenger travels with properly confirmed arrangements.

The person should be comfortable handling everything from an individual international holiday to a large corporate or MICE group movement.

The Core Objective

Deliver every international tour smoothly, accurately and profitably while maintaining the service standards of Xpedia Holidays.