Travel Consultant Supervisor

Role Summary The Travel Consultant Lead/Supervisor is a role combining hands-on corporate travel booking role with operational and people supervision responsibilities. This position is responsible for delivering high-level travel services to key clients while ensuring smooth day-to-day operations of the support team, service quality, SLA adherence, and escalation management. This role acts as the first line of operational leadership on the floor and a second-level escalation point for complex service or supplier-related cases. Key Responsibilities 1. Travel Consulting & Client Service • Provide end-to-end corporate travel services for assigned clients, including flights, hotels, rail, car rentals, and ancillary services. • Manage complex, multi-leg itineraries and VIP bookings. • Ensure full compliance with client travel policies and internal SLAs. • Advise clients on best routing, fares, booking classes, exchanges, and alternatives. • Handle ticketing, reissues, cancellations, refunds, and schedule changes. • Coordinate with airlines, hotels, and suppliers to resolve disruptions and urgent travel issues. • Act as a main point of contact for escalated client queries when required. 2. Operational Supervision & Floor Management • Oversee daily operations of the travel support team. • Ensure timely self-assignment of incoming cases by the team; • Monitor and control queues across systems and channels • Act as first point of contact for day-to-day operational questions from the team. • Maintain clear communication channels between Support, Sales, and Account Management teams to ensure smooth coordination and client satisfaction. 3. Escalation & Case Management • Take ownership of second-level escalations related to service delivery, SLA breaches, or supplier issues and ensure timely resolution of escalated cases. • Take ownership of critical or sensitive queries when escalation is required. 4. Discipline & Attendance Control • Monitor team attendance, punctuality, and adherence to working schedules via operational systems. • Control login/logoff times and break schedules to ensure operational coverage. • Ensure continuity of operations with minimal disruptions. 4. Quality, Knowledge & Continuous Improvement • Support onboarding and on-the-job guidance of junior consultants. • Share best practices, updates on travel regulations, and system changes with the team. • Identify process gaps and suggest operational improvements. • Maintain high service quality standards across all handled and supervised cases. Requirements • 5-7 years of experience as a corporate travel consultant in a TMC or business travel environment • Strong hands-on experience with GDS systems (Sabre preferred; Amadeus/Galileo acceptable) • Native Arabic speaker with high English proficiency • Proven experience handling complex itineraries and corporate clients • From 2 years’ experience as a team leader, supervisor, or acting senior role • Strong decision-making and problem-solving skills • High attention to detail and ability to work under pressure What We Offer • Competitive compensation with supervisory role uplift • Clear career growth path into operations or support management roles • Dynamic, international working environment • Opportunity to influence operational processes and service quality • Be part of a fast-growing travel tech company with global ambitions Show more Show less

5-7 years of experience as a corporate travel consultant in a TMC or business travel environment; Strong hands-on experience with GDS systems (Sabre preferred; Amadeus/Galileo acceptable); Native Arabic speaker with high English proficiency; Proven experience handling complex itineraries and corporate clients; From 2 years’ experience as a team leader, supervisor, or acting senior role; Strong decision-making and problem-solving skills; High attention to detail and ability to work under pressure

Travel Consulting & Client Service: Provide end-to-end corporate travel services for assigned clients, including flights, hotels, rail, car rentals, and ancillary services; Manage complex, multi-leg itineraries and VIP bookings; Ensure full compliance with client travel policies and internal SLAs; Advise clients on best routing, fares, booking classes, exchanges, and alternatives; Handle ticketing, reissues, cancellations, refunds, and schedule changes; Coordinate with airlines, hotels, and suppliers to resolve disruptions and urgent travel issues; Act as a main point of contact for escalated client queries when required. Operational Supervision & Floor Management: Oversee daily operations of the travel support team; Ensure timely self-assignment of incoming cases by the team; Monitor and control queues across systems and channels; Act as first point of contact for day-to-day operational questions from the team; Maintain clear communication channels between Support, Sales, and Account Management teams to ensure smooth coordination and client satisfaction. Escalation & Case Management: Take ownership of second-level escalations related to service delivery, SLA breaches, or supplier issues and ensure timely resolution of escalated cases; Take ownership of critical or sensitive queries when escalation is required. Discipline & Attendance Control: Monitor team attendance, punctuality, and adherence to working schedules via operational systems; Control login/logoff times and break schedules to ensure operational coverage; Ensure continuity of operations with minimal disruptions. Quality, Knowledge & Continuous Improvement: Support onboarding and on-the-job guidance of junior consultants; Share best practices, updates on travel regulations, and system changes with the team; Identify process gaps and suggest operational improvements; Maintain high service quality standards across all handled and supervised cases.