Job Title: General Manager (GM) – Tours & Travel Operations
Location: Malappuram, Kerala
Employment Type: Full-Time
About the Company
The Company is a growing travel management company committed to providing exceptional travel experiences through customer-focused services, operational excellence, and innovative travel solutions. We are seeking an experienced and dynamic General Manager to lead our business operations, drive growth, and strengthen our market presence across Kerala and beyond.
Position Summary
The General Manager will be responsible for the overall strategic, operational, financial, and business development functions of the company. The ideal candidate will possess extensive experience in the travel and tourism industry, strong leadership capabilities, and a proven track record of achieving business growth while ensuring excellent customer satisfaction.
Key Responsibilities
Strategic Leadership
- Develop and execute the company's strategic business plans.
- Identify new business opportunities, partnerships, and revenue streams.
- Drive sustainable business growth and profitability.
- Develop annual business plans, budgets, and performance targets.
Business Development & Sales
- Expand corporate, retail, inbound, outbound, leisure, and MICE business.
- Build and maintain strong relationships with airlines, hotels, embassies, tourism boards, destination management companies (DMCs), and corporate clients.
- Develop strategic alliances with travel partners in India and overseas.
- Lead sales initiatives and achieve revenue targets.
Operations Management
- Oversee day-to-day travel operations.
- Ensure smooth functioning of ticketing, visa processing, holiday packages, hotel reservations, travel insurance, transportation, and customer support.
- Monitor operational efficiency and service quality.
- Implement best practices and process improvements.
Financial Management
- Prepare and manage annual budgets.
- Monitor profitability, cash flow, and operational costs.
- Analyze financial reports and recommend corrective actions.
- Ensure compliance with financial policies and statutory requirements.
Team Leadership
- Lead, mentor, and motivate departmental heads and employees.
- Develop a high-performance culture.
- Conduct performance reviews and staff development initiatives.
- Build succession plans and leadership capabilities.
Customer Experience
- Ensure exceptional customer service standards.
- Resolve escalated customer issues effectively.
- Monitor customer feedback and continuously improve service delivery.
Marketing & Brand Development
- Support digital marketing and branding initiatives.
- Strengthen the company's market positioning.
- Represent the company at trade fairs, exhibitions, networking events, and industry forums.
Compliance & Governance
- Ensure compliance with tourism regulations and company policies.
- Maintain strong relationships with regulatory authorities and industry associations.
- Implement risk management and quality assurance practices.
Qualifications
- MBA from a recognized university (Mandatory).
- Bachelor's Degree in Tourism, Travel Management, Business Administration, Hospitality, or a related discipline.
- Professional certifications in Travel, Tourism, Aviation, or Hospitality will be an added advantage.
Experience
- Minimum 10 years of progressive experience in the Tours & Travel industry.
- At least 5 years in a senior leadership or managerial role.
- Experience in managing multiple business functions within a travel company.
- Overseas work experience or international exposure will be a distinct advantage.
Age
Essential Skills & Competencies
- Strong strategic planning and execution skills.
- Excellent leadership and people management abilities.
- Proven business development and negotiation skills.
- Strong financial and commercial acumen.
- Outstanding communication and interpersonal skills.
- Excellent customer relationship management.
- Analytical and problem-solving capabilities.
- Decision-making under pressure.
- Project management and organizational skills.
- Digital business awareness and familiarity with travel technology platforms.
- Strong networking and stakeholder management skills.
- High ethical standards and professional integrity.
Technical Knowledge
Good understanding of:
- International and domestic travel operations.
- Airline ticketing systems (GDS such as Amadeus, Galileo, or Sabre).
- Visa documentation and immigration procedures.
- Holiday package development.
- Corporate travel management.
- MICE operations.
- Hotel contracting and supplier negotiations.
- Travel insurance products.
- Online travel booking platforms.
- CRM and travel management software.
- Microsoft Office Suite and business reporting tools.
Travel Requirement
- Must be willing to travel extensively across Kerala for business development, branch support, client meetings, and operational reviews.
- Occasional domestic and international travel may be required.
Personal Attributes
- Visionary leader with entrepreneurial mindset.
- Customer-centric approach.
- Results-oriented and performance-driven.
- Strong business ethics and integrity.
- Excellent negotiation and influencing skills.
- Adaptable, resilient, and proactive.
- Ability to work under pressure and meet deadlines.
- Strong networking capabilities.
- Passion for the travel and tourism industry.
Key Performance Indicators (KPIs)
- Revenue growth.
- Gross profit and operating margin.
- Business development achievements.
- Customer satisfaction and retention.
- Operational efficiency.
- Employee engagement and retention.
- Cost optimization.
- Strategic partnership development.
- Achievement of annual business objectives.
Compensation
Salary and benefits will be commensurate with qualifications, experience, and industry standards.
Interested candidates may apply with their updated CV, recent photograph, and supporting credentials.
Pay: ₹125,000.00 - ₹150,000.00 per month
Work Location: In person
