Experience

• 

  Planet tours

  Oct 1999 - Nov 2003

  • Traffic Manager

    Oct 2002 - Nov 2003

  • Reservation Supervisor

    Oct 2001 - Oct 2002

  • Reservation clerk

    Oct 1999 - Oct 2001
• 

  Kuoni group

  Dec 2003 - Jan 2008

  Agents & suppliers manager
• 

  Vision travel services

  Feb 2008 - Jun 2013

  Operations manager
• 

  The first group

  Nov 2013 - now

  • Oversaw all travel-related arrangements for clients including flight bookings, hotel reservations, UAE visa processing, and excursions coordination.• Managed vendor relationships with travel suppliers, hotel groups, and visa service providers to ensure quality, reliability, and cost efficiency.• Led the onboarding and training program for operational staff with a focus on service delivery, system usage, and workflow efficiency.• Oversaw operations for six hotel travel desks, standardizing service procedures and aligning departmental KPIs to improve operational performance.• Executed initiatives that elevated customer service metrics and reduced client complaints by 80%.• Streamlined internal workflows and digital tools, enhancing reporting accuracy and shortening service cycles.• Led all procurement and vendor negotiations related to excursions, transport, and guest services, securing higher value at reduced costs.• Created and enforced standard operating procedures (SOPs) for travel desk operations across all properties.• Handled complex escalations and operational crises, ensuring business continuity and service recovery.• Monitored vendor SLAs and implemented a performance evaluation system to enhance reliability and service consistency. Show less • Personally handled flight ticket issuance for executives, staff, and high-profile clients.• Managed all aspects of hotel bookings, visa processing, and travel planning for internal and external stakeholders, ensuring seamless execution and compliance with company policies.• Managed all operational aspects of the travel department in the manager’s absence.• Oversaw investor travel logistics for high-value guests across the GCC and MENA.• Spearheaded cross-border roadshows to increase regional exposure and reinforce operational readiness in multiple markets.• Coordinated onboarding and performance coaching for new hires, enhancing team efficiency. Show less

  • Senior Operations Manager - Travel & Quality Assurance

    Feb 2022 - now

  • Assistant Manager - Travel & Quality Assurance

    May 2017 - Jan 2022

  • Travel Coordinator

    Nov 2013 - Apr 2017