General Manager - Travel Agency

Role Overview

The General Manager serves as the cornerstone for reliable and effective operational leadership, driving the success of our travel agency. As part of our team in Advanced Travel & Tourism - Abu Dhabi, you'll work in an ONSITE environment where you will be responsible for overseeing all operational functions—ensuring excellence in service delivery, adherence to regulatory requirements, and seamless alignment with organizational objectives. This position offers a dynamic setting to supervise high-performing teams, establish and reinforce robust operational frameworks, manage critical supplier relationships, and contribute strategically to our company’s long-term growth and innovation.

Responsibilities

• Oversee daily operations across ticketing, reservations, holiday packages, visa processing, and inbound/outbound tours.
• Develop and implement operational policies, processes, and quality standards for continuous efficiency improvements.
• Monitor workflows, analyze performance data, and drive process enhancements.
• Lead operational teams: assign tasks, track performance, and deliver coaching and training.
• Champion a culture of accountability, teamwork, and innovation among staff members.
• Ensure compliance with UAE travel regulations, IATA guidelines, and internal policies.
• Manage contracts and relationships with airlines, hotels, and destination management companies (DMCs).
• Investigate and resolve customer issues and operational challenges efficiently and professionally.
• Support budget preparation, cost management, and initiatives for maximizing revenue.
• Negotiate supplier contracts, optimizing pricing and fostering profitability.
• Prepare comprehensive operational and performance reports for leadership review.
• Drive customer satisfaction and service consistency initiatives.
• Champion the adoption of technology and systems improvements to enhance operational workflows.
  
  

Must Have Requirements

• Bachelor’s degree in Business Administration, Tourism, Hospitality, or related field.
• Minimum of 5–7 years’ relevant experience in operations management in the travel and tourism industry, preferably within the UAE/GCC.
• Solid knowledge of IATA regulations, GDS systems (Amadeus, Galileo, Sabre, etc.), and UAE travel industry standards.
• Exceptional leadership and team management skills.
• Advanced analytical, strategic thinking, and organizational capabilities.
• Proficiency in English (both verbal and written).
• Demonstrated competency with MS Office and travel management/CRM systems.
• Professionalism, integrity, and a commitment to confidentiality.
  
  

Nice To Have Requirements

• Master’s degree in a relevant discipline.
• Experience introducing technological or system enhancements in travel operations.
• Arabic language proficiency.
• Proven ability to negotiate high-value supplier agreements.
• Exposure to managing complex multi-location operations within the GCC.
• Participation in professional travel industry organizations.