About this role
REQ14477 Executive, Travel Operations (Open)
POSITION SUMMARY: The Executive, Travel Operations independently manages complex, premium and time-sensitive travel arrangements. The role handles service recovery and operational escalations, performs quality checks, supports travel-policy compliance. The position coordinates daily operational tasks, maintain the travel agent counters operations in Melco Properties to ensure a high standard of customer service is delivered. PRIMARY RESPONSIBILITIES: · Book and confirm air, hotel, ground transportation, insurance and other approved travel services. · Prepare and verify itineraries, tickets, confirmations and supporting documents before release. · Identify travel requirements and recommend suitable options within approved policy, budget and service guidelines. · Cooperate with clients to determine their needs and advise the appropriate destination, modes of transportations, travel dates, costs and accommodations. · Provide relevant information, brochures and publications (guides, local customs, maps, regulations, events etc.) to travellers. · Process routine changes, cancellations and refunds within delegated procedures, and escalate exceptions. · Collect payments and fees, issue required records and complete daily transaction reconciliation. · Handle complex amendments, disruptions, refunds, supplier disputes and service-recovery cases through resolution. · Conduct quality checks on itineraries, ticketing, documentation, payments and records. · Maintain accurate records and comply with Company information-security standards, personal-data privacy requirements and payment-card handling procedures. · Perform other duties as assigned by the Company. · Adhere to and act in accordance with all established policies and procedures of the Company. QUALIFICATIONS:
Experience · At least 1 year of relevant experience, including complex travel arrangements; premium or corporate travel experience is preferred.
Education · Bachelor's degree or diploma in Tourism, Hospitality, Business or a related field is preferred; relevant experience may be considered.
Skills / Competencies · Strong GDS (Global Distribution System), ticketing, fare-rule and travel-regulation knowledge. · Strong problem-solving, service-recovery and coordination skills. · Able to coordinate workflow independently, detail-oriented, patient and responsible, with strong execution ability. · Fluent in written and spoken Chinese (Mandarin/Cantonese) and English, proficiency in other languages is a plus · Able to work varied shifts, including weekends and holidays.