Branch Manager Operations
Al Qods Travel
مجموع سنوات الخبرة :20 years, 5 أشهر
• Managed overall processes of tour operations, sales and financial Issues of the branch.
• Recruited and trained needed staff to guarantee maximum proficiency, smooth workflow and customers' satisfaction.
• Demonstrated a sales-focused approach to customer service, continually achieving goals and expanding customers’ base.
• Devised processes to boost long-term business goals and increase profits.
• Liaised and built business relationships with multiple suppliers for hotels, transportations, guides and other tour operators to establish rapport among peers and partners.
• Negotiated with suppliers and wholesalers to increase booking profit margins.
• Set sales targets and monitored staff performance.
• Managed budgets and maintained statistical and financial records of the branch.
• Smashed sales targets set by the CEO and the head office through tailored package building and upselling.
• Carried out a variety of tailored inbound tours for groups to compensate the force majeure loss of the closure caused by the Covid-19 pandemic.
• Provided sales reports to the CEO and the head office.
• Managed the day-to-day responsibility for all operational aspects of the branch.
• Motivated and drove line management to reach branch margins and sales targets.
• Developed new promotions based on seasonal and travel industry trends.
• Conceptualized and implemented online marketing and promotional strategies for seasonal campaigns.
• Maintained CRM system to effectively generate and convert leads.
• Oversaw the statistics and figures and generated useful KPIs reports and data to help identify areas of improvement and establish future actions.
• Conducted regular meetings with GSA representatives to Enhance business relationships and discuss about sales figures and incentives.
• Conceptualized new and tailor-made holidays throughout Europe, Asia, Africa and key tourist destinations for groups and individuals.
• Supported senior management in implementing and maintaining policies and procedures of the company.
• Coordinated in the marketing campaign of company’s tour packages to Russia during FIFA World Cup -Russia 2018, in Egypt and GCC countries (mainly UAE) and could hit the target by 100%.
• Expanded B2B business by signing agreements and corporate deals with some travel agencies like “Option travel”, “Misr Sinai”, “Crystal tours” and “Al-Batros travel”.
• Coordinated with Branch team to increase our market share by more than 35% through promotions and marketing campaigns.
• Acquired VIP clients with concerted franchise strategy.
• Reconstructed and developed all departments of the agency and reviewed the financial situation, accounting system, billing system and the various payment methods.
• Enabled agency to obtain IATA license and transformed from Non-IATA to IATA certified agency.
• Hired needed staff to complete the formation of all departments.
• Provided all staff with development opportunities, training programs and career progression pathways, improving retention rates.
• Managed marketing and sales strategies and made recommended changes to ensure compliance with travel policies.
• Conducted regular communication with the agency partners using a variety of communication methods.
• Forged partnerships with wholesale and airline providers to offer best possible deals and increase booking profit margins.
• Coordinated in selling travel agency services, such as air tickets, accommodations, transportations, holidays packages, honeymoon packages, …etc.
• Planned work schedules for staff, Set sales targets for them and monitored their performance and managed their incentives schemes.
• Reviewed staff ticketing and sales activities to ensure cost calculations, bookings, and transportation scheduling are in accordance with current transportation carrier schedules, tariff rates, regulations and the charges for accommodations.
• Held up regular meetings with GSA and GDS representatives to Enhance business relationships and discuss about sales figures and incentives.
• Demonstrated exceptional customer service by building rapport and boosting sales.
• Implemented and developed a professional website to keep pace with other travel agencies in displaying the various offers and services offered by the agency.
• Managed budgets and maintained statistical and financial records of the agency.
• Provided monthly sales reports to the owner.
• Supervised daily operations and handled any problems, issues and incidents before they escalated.
• Operated Amadeus and Galileo Global Distribution Systems with speed and proficiency.
• Managed and organized complex itineraries for both individuals and groups according to specifications set by client(s).
• Maintained and updated clients' database with relevant information to be used in the sales process.
• Kept track of updates and current events on various travel locations, informing clients of possible calamities or issues.
• Managed and responded to more than 25 corporate accounts' queries - on daily basis- with average 60 reservations per day plus individuals and walking customers reservations.
• Responded efficiently and effectively to customer queries and instructions within the agreed timescales.
• Assessed and analyzed customers' feedbacks to inform operational and marketing strategies.
• Dealt with complaints and refunds and found effective solutions for customers.
• Carried out comprehensive price searches on available flights, securing the best deal possible for tour groups to Dhaka and Colombo and issued more than 1000 tickets annually to those destinations.
• Successfully covered tour leaders shortage in high season for many domestic group tours.
• Coordinated in sales and marketing campaigns of Hajj and Umrah Packages offered by company to Major federations, Syndicates and institutions.
• Attracted Malaysian students studying at Al-Azhar University by getting them best flight offers and issued more than 800 tickets for their mid-year and summer vacations annually.
• Developed and maintained interpersonal relationships with a large base of traders and importers and scheduled their trips due to their business interests in Canton fair in china and their other regular business trips to Shanghai with average 2 trips per year for each client.
• Participated in the organization of many scientific conferences and recreational trips for professors and doctors of Mansoura University, Delta University, the Liver Center, the Kidney Center and Urology within the Arab Republic of Egypt.
• Reserved and Issued domestic and international air tickets on Galileo GDS.
• Arranged travel itineraries such as airlines, hotels, railways, Nile Cruises and ground transportation for individuals and groups.
• Responded to phone and email enquiries about travels quickly and accurately.
• Advised clients on travel arrangements, visas and passports.
• Coordinated in sales and marketing operations.
• Organized all supplier rates and fares and assist customers in picking the best one for them.
• Communicated with customers before, during and after their travel to ensure best customer service and keep customer loyalty.
• Investigated customers’ complaints. refunds and ensured customer’s satisfaction.
• Arranged reservations, vouchers for ground transportation and air tickets.
• Managed multiple phone lines systems and responded to clients’ queries quickly and accurately.
• Dealt successfully with occurring travel problems, complaints and refunds.
• Saved clients’ data to Excel sheets to use them in the marketing campaigns of the travel agency.
• Collected payments from clients.
• Reconciled all daily deposits and managed it appropriately.
Travel and Tourism Consultant Diploma
Leadership and Management Diploma with specialty in travel and tourism
Foundation in Travel and Tourism Diploma