Operations & Business Manager

• Manage the end-to-end booking process, from enquiry and quotation to confirmation, vouchers and post-trip follow-up.
• Create professional itineraries and quotations for domestic and international trips, with realistic routing, timings and pricing.
• Handle visa applications, passport validity checks, travel insurance and destination-wise document checklists.
• Coordinate forex requirements for clients where needed.
• Manage group departures: rooming lists, flight manifests, coach allocation and tour-manager briefings.
• Provide on-trip support and handle emergencies such as flight delays, missed connections, hotel issues, lost documents and medical situations.
• Send pre-departure briefings, collect post-trip feedback and resolve complaints quickly.
• Build and maintain relationships with hotels, resorts, airlines, DMCs, transport partners and contractors.
• Negotiate rates, allotments and cancellation terms, and keep a current contracted-rates sheet.
• Track partner service quality and replace under-performing vendors.
• Track client advances, balance payments, refunds and cancellations, and reconcile vendor payments.
• Monitor margin per booking and flag loss-making quotes before confirmation.
• Work with the accountant to apply GST and TCS on overseas tour packages correctly.
• Maintain accurate client records, booking files and business logistics in the CRM.
• Write and maintain SOPs for the booking-to-voucher process and group handling.
• Identify repetitive work and introduce AI and automation tools for quotations, follow-ups and reporting.
• Share weekly reports on enquiries, bookings, revenue, margins and pending payments with management.
• Suggest improvements to the tourism business model based on data and customer feedback.
• Plan campaigns and social media content with the marketing team or agency.
• Organize and host customer events, travel shows and destination presentations.
• Strengthen the Vithu Tours brand across every customer touchpoint.
• Design and run loyalty and referral programmes for customers, and reward schemes for the team.
• Build and maintain relationships with investors, management and internal teams (Sales, Finance, HR).
• Support the founder on new destinations, products and partnerships.
• Travel domestically or internationally with corporate and event groups when required. Separate incentives are paid for such travel.

Be available outside office hours and on weekends while clients are travelling.

• Comfortable working in a fast-paced environment and handling several bookings and priorities at once.
• Strong attention to detail, since one wrong name or date is costly in travel.
• Calm, practical problem-solving under pressure and across time zones.
• Clear communicator who builds trust with customers, partners and investors.

Self-starter who takes ownership and likes building systems.