top of page

SENIOR TRAVEL DIVISION COORDINATOR (ROCS20565)

Basis: 

FULL TIME

Reference ID:

ROCS20565

Closing Date:

09/11/25

Section:

ROCS GROUP, TRAVEL

Starting Date:

24/10/25

The Senior Travel Division Coordinator / Leader is responsible for overseeing the daily operations of ROCS Travel’s key functions — including Sales, Call Centre, Back Office, Product Development, and Emirates Holidays.

This role serves as the central communication bridge between teams, ensuring operational efficiency, structured workflows, and alignment with the company’s strategic goals. The ideal candidate brings strong leadership, organizational excellence, and a proactive approach to driving productivity, customer satisfaction, and team cohesion across the division.

You must also possess the following knowledge, skills and abilities:

    Key Skills & Competencies

    - Strong leadership and team management capability
    - Excellent organizational and multi-tasking skills
    - Exceptional communication and interpersonal abilities
    - Proactive problem-solving with strong attention to detail
    - Ability to thrive under pressure and manage competing priorities
    - Proficiency with travel booking systems, CRM platforms & Microsoft Office Suite
    - Passion for travel and customer experience excellence

    Qualifications & Experience

    - 5–7 years’ experience in the travel or tourism industry
    - Minimum 2 years in a supervisory or management role
    - Experience leading multifunctional sales or operations teams
    - Strong knowledge of travel operations, product development & sales processes
    - Previous experience with Emirates Holidays or similar providers is an asset
    - Diploma or degree in Tourism, Business Administration, or related field preferred

    Personal Attributes

    - Energetic, approachable, and results-driven
    - High integrity and professionalism
    - Flexible and adaptable to dynamic industry requirements
    - Hands-on leader who motivates and leads by example

    Performance Indicators (KPIs)

    - Achievement of sales and customer satisfaction targets
    - Strong coordination and communication across departments
    - Timely and accurate reporting and administrative execution
    - Employee engagement and retention
    - Financial accuracy and compliance with internal controls

    Working Conditions

    - Based on-site in a professional office environment
    - Occasional travel requirements
    - Extended hours may be necessary during peak seasonal periods or key campaigns

The key responsibilities of this post include:

    1. Team & Office Management

    - Oversee day-to-day operations across all travel division departments.
    - Act as the key coordination point to ensure seamless cross-departmental communication.
    - Monitor workload distribution, address operational bottlenecks, and optimize efficiency.
    - Maintain a professional and organized office environment at all times.
    - Collect and reconcile cash from relevant staff, ensuring accurate documentation and compliance with company policies.

    2. Staff Induction & Development

    - Lead onboarding and induction processes for all new hires within the division.
    - Coordinate with department heads on structured training and ongoing development initiatives.
    - Foster a collaborative, performance-driven, and service-focused culture.
    - Identify skill gaps and support employee performance improvement through feedback and coaching.

    3. Sales & Call Centre Oversight

    - Supervise daily performance of Sales and Call Centre teams to achieve revenue and service targets.
    - Review performance reports, call metrics, and customer satisfaction data for continuous improvement.
    - Implement initiatives to increase sales conversion, client retention, and service quality.
    - Ensure every customer interaction aligns with ROCS Group’s service excellence standards.

    4. Product Development Support

    - Collaborate with the Product Development team to research and launch new travel products and experiences.
    - Coordinate product rollout activities with marketing and sales.
    - Analyze market trends, competitor offerings, and customer insights to guide product design and pricing.
    - Ensure operational feasibility, profitability, and service quality of all products.

    5. Emirates Holidays Department Management

    - Ensure all Emirates Holidays processes meet brand standards and compliance requirements.
    - Maintain strong communication with Emirates representatives for performance reporting and alignment.
    - Oversee Emirates-related bookings to ensure seamless delivery and client satisfaction.

    6. Administrative & Back Office Supervision

    - Oversee administrative operations including ticketing, invoicing, documentation, and data accuracy.
    - Ensure timely processing of all customer and supplier records.
    - Monitor office supplies, stock management, and IT coordination needs.
    - Enforce adherence to administrative controls and audit standards.

    7. Reporting & Performance Monitoring

    - Prepare regular performance reports covering sales, productivity, and service KPIs.
    - Analyze operational data to identify inefficiencies and improvement opportunities.
    - Recommend technology upgrades, workflow enhancements, and process improvements.
    - Contribute strategic operational insights during management meetings.

Employment conditions:

This is a full time role.

bottom of page