Operations Assistant

Key Duties and Responsibilities

End-to-End Booking Operations

• Handle end-to-end travel operations including flights, hotels, tours, and packages.
• Process bookings, amendments, cancellations, reissues, and refunds.
• Ensure accuracy of itineraries, travel documents, and ticketing.
• Verify booking details against customer and supplier requirements before confirmation.

Supplier Coordination

• Coordinate with airlines, hotels, tour operators, and ground handlers.
• Monitor booking deadlines, payment schedules, and supplier cut-off times.
• Maintain good working relationships with suppliers to ensure responsive service.
• Follow up with suppliers on outstanding confirmations or documentation.

Operational Issue Resolution

• Handle operational issues such as schedule changes, disruptions, and customer follow-ups.
• Investigate and resolve booking discrepancies or errors promptly.
• Escalate complex operational issues to the Assistant Operations Manager where necessary.
• Communicate resolution updates clearly to relevant internal teams.

Sales & Service Liaison

• Liaise with sales and customer service teams to support confirmed bookings.
• Provide accurate booking status updates to internal teams as needed.
• Support sales and service teams in resolving customer queries related to bookings.
• Ensure smooth handover of operational information between departments.

Records & Documentation Management

• Maintain accurate records and documentation in internal systems.
• Ensure booking and supplier records are complete, accurate, and up to date.
• Retrieve records as needed for reporting, audits, or issue resolution.
• Organise documentation in line with company filing standards.

Peak Period & Group Support

• Support group tours, special requests, and peak travel periods when required.
• Manage increased booking volumes efficiently during peak seasons.
• Coordinate closely with suppliers and internal teams for group bookings.
• Remain flexible to work extended hours or weekends during peak periods as needed.

Job Requirements

• Diploma or Bachelor's degree in Tourism, Hospitality, Business Administration, or a related field.
• 1–3 years of experience in travel operations supporting the China market or a related administrative environment.
• Demonstrated track record of executing core duties aligned with organizational standards.
• Strong verbal and written English communication skills to coordinate bookings and communicate with suppliers and internal teams.
• Proficiency in travel booking tools and digital management systems relevant to the role.
• High attention to detail and ability to prioritise daily tasks efficiently.
• Ability to work collaboratively within cross-functional teams and maintain strict confidentiality.