Chief of Operations - Travel Agency (m/f)

About the role

This is a hands‑on, 360° operations position within a boutique travel agency. You will oversee every step of the traveller’s journey, from the first inquiry to the final farewell, ensuring seamless service across four destinations.

Key responsibilities

• Respond to English and French client inquiries, build personalized proposals, and manage the full sales cycle to booking confirmation.
• Design and continuously update tailor‑made itineraries for Croatia, Slovenia, Bosnia & Herzegovina, and Montenegro, incorporating new experiences and local gems.
• Coordinate ground logistics including airport transfers, private transport, ferry bookings, border crossings, and accommodation management.
• Brief and manage local guides, drivers, and activity providers; prepare and send pre‑departure documents to clients.
• Act as the real‑time point of contact for travellers on‑ground, handling issues via phone, WhatsApp or email.
• Build and maintain relationships with hotels, restaurants, guides, transport companies, and negotiate rates.
• Maintain accurate booking records, monitor margins, and report on sales performance, operational KPIs and client satisfaction.

Required profile

• Proven experience in a senior operations role within a travel agency or comparable tourism business.
• Fluent in English; French language skills are a plus.
• Strong organisational abilities and capacity to manage multiple stakeholders and last‑minute changes.
• Excellent communication skills for client interaction and partner negotiations.

Required skills