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Overview

Job Purpose
The Operations Executive is responsible for coordinating, managing, and executing day-to-day travel operations for inbound tourists visiting Sri Lanka. The role involves handling travel arrangements, coordinating with hotels, transport providers, tour guides, chauffeurs, and other service suppliers to ensure smooth, efficient, and memorable travel experiences for international clients.

The Operations Executive will act as the main coordination point between overseas travel agents, internal departments, and local suppliers, ensuring all services are delivered according to agreed itineraries, budgets, and quality standards.

Key Responsibilities
1. Tour Operations & Coordination
Coordinate daily tour operations and ensure all travel arrangements are executed smoothly.
Prepare and manage operational itineraries for FIT, group, incentive, and tailor-made tours.
Coordinate airport arrivals, departures, hotel check-ins, transfers, sightseeing, excursions, and other travel services.
Ensure all operational arrangements are confirmed before clients arrive in Sri Lanka.
Monitor ongoing tours and ensure services are delivered according to the confirmed itinerary.
Coordinate last-minute changes, amendments, and special requests.
2. Supplier & Service Provider Management
Coordinate with hotels, transport companies, chauffeur guides, national guides, restaurants, and activity providers.
Obtain supplier confirmations and ensure services are provided as agreed.
Maintain good working relationships with suppliers.
Monitor supplier service quality, pricing, and reliability.
Negotiate operational rates and identify cost-effective service solutions in coordination with management.
3. Client & Travel Agent Coordination
Communicate professionally with overseas travel agents and tour operators.
Handle operational queries, special requests, and service-related concerns.
Provide timely updates regarding tour arrangements and operational changes.
Ensure client requirements, preferences, and special instructions are communicated to relevant suppliers.
Maintain a high level of customer satisfaction throughout the travel experience.
4. Tour Monitoring & Guest Support
Monitor tours while guests are travelling throughout Sri Lanka.
Stay in contact with chauffeurs, guides, and hotels to ensure smooth service delivery.
Handle emergencies, delays, complaints, and unexpected operational situations.
Arrange alternative services when required.
Ensure quick and effective solutions to operational challenges.
5. Documentation & Administration
Prepare operational vouchers, hotel confirmation sheets, transfer details, and tour manifests.
Maintain accurate booking records and supplier confirmations.
Update operational files and travel schedules.
Ensure all relevant information is shared with guides, chauffeurs, and other service providers.
Maintain proper documentation for completed tours.
6. Cost Control & Operational Efficiency
Monitor operational expenses against approved tour budgets.
Verify supplier invoices and operational payments.
Identify opportunities to improve operational efficiency and reduce unnecessary costs.
Report additional expenses, changes, and discrepancies to management.
7. Quality Assurance
Ensure all services meet the company’s quality standards.
Collect guest and travel agent feedback.
Identify service gaps and recommend improvements.
Maintain the company’s reputation by ensuring professional and reliable service delivery.
Qualifications & Experience
Diploma or degree in Tourism, Hospitality Management, Travel & Tourism, or a related field.
1–3 years of experience in travel operations, inbound tourism, or a DMC environment is preferred.
Good knowledge of Sri Lanka’s tourism destinations, hotels, attractions, and travel routes.
Experience working with overseas travel agents and local tourism suppliers is an advantage.
Good command of written and spoken English.
Knowledge of additional foreign languages will be an advantage.
Required Skills & Competencies
Excellent communication and coordination skills.
Strong organizational and time-management abilities.
Good problem-solving and decision-making skills.
Ability to work under pressure and manage multiple tours simultaneously.
Customer-focused attitude and service excellence.
Attention to detail and accuracy.
Good computer literacy, including MS Office, Excel, and email communication.
Flexibility to handle after-hours operational requirements when necessary.
Ability to work independently as well as within a team.
Key Performance Indicators (KPIs)
Accuracy and timely execution of travel arrangements.
Guest satisfaction and positive client feedback.
Operational efficiency and cost control.
Supplier service quality and reliability.
Timely resolution of operational issues.
Accuracy of operational documentation.
Compliance with confirmed itineraries and service standards.
Working Conditions
Full-time position based in Sri Lanka.
May require weekend and public holiday availability depending on tour schedules.
Must be contactable during assigned operational duty hours for urgent tour-related matters.
Occasional travel within Sri Lanka may be required.
Overall Objective: To ensure seamless execution of inbound travel operations while delivering exceptional experiences to international visitors and maintaining strong relationships with overseas travel partners and local suppliers.
Recommended reporting structure
For a Sri Lankan DMC, the Operations Executive would typically coordinate with:

Reservations & Contracting Team
Hotel Suppliers
Transport & Chauffeur Guide Team
Tour Guides
Overseas Travel Agents
Finance Department
Operations Manager