Chief of Operations - Travel Agency (m/f)

Opis posla

        This is a hands-on, 360° operations role. You will be involved at every stage of the traveler journey - from the first inquiry to the final farewell.

Sales & Commercial Activity:
- Receive and respond to inquiries from English or French-speaking clients (individuals, couples, groups, travel agencies)
- Build personalized proposals and itineraries across our four destinations
- Prepare detailed, competitive quotes and manage the full sales cycle through to booking confirmation
- Nurture client relationships to drive repeat business and referrals

Itinerary Design & Product Development:
- Create and update tailor-made itineraries for Croatia, Slovenia, Bosnia & Herzegovina, and Montenegro
- Research and integrate new experiences, accommodations, and local gems into our portfolio
- Produce high-quality travel booklets and destination guides with itineraries, cultural insights, practical tips, and local recommendations
- Continuously improve our product offering based on traveler feedback and market trends

Operations & Logistics Management:
- Coordinate all ground logistics: airport transfers, private transportation, car rentals, ferry bookings, border crossings
- Manage accommodation bookings and rooming lists across all four countries
- Brief and coordinate local guides, drivers, and activity providers before each departure
- Prepare and send all pre-departure documents to clients (vouchers, meeting points, emergency contacts, cultural tips)
- Handle last-minute changes, unexpected situations, and supplier issues with efficiency

On-the-Ground Guest Assistance:
- Occasionally welcome clients personally at the airport or their hotel upon arrival in Croatia (on an as-needed basis)
- Be the real-time point of contact for travelers throughout their journey, available by phone, WhatsApp, or email
- Proactively anticipate and resolve any issues on the ground (missed transfers, accommodation problems, itinerary adjustments)
- Ensure every guest feels supported, informed, and cared for from arrival to departure
- Collect post-trip feedback and manage satisfaction follow-up

Supplier & Partner Relations:
- Build and maintain strong relationships with hotels, restaurants, guides, transport companies, and activity providers across all four countries
- Negotiate rates and service agreements to ensure quality and competitiveness
- Regularly evaluate partner performance and onboard new providers as needed

Administration & Reporting:
- Maintain accurate booking records, client files, and financial tracking
- Monitor margins and flag discrepancies in costs vs. quotes
- Report on sales performance, operational KPIs, and client satisfaction to management
- Ensure compliance with Croatian travel agency regulations

Uvjeti:
- Holder of the "Chief of Operations" diploma recognized in Croatia for travel agency operations (legally required)
- Proven experience in DMC operations, tour operations, or travel agency management
- Fluent in English or French — either language is accepted; bilingual candidates will have a strong advantage
- Exceptional organizational skills with the ability to manage multiple files simultaneously
- Cool-headed problem solver — you stay sharp when things don't go to plan
- Warm, guest-focused personality with excellent communication skills
- Comfortable with digital tools (booking systems, CRM, Google Workspace, WhatsApp Business)
- Driving license is a plus

Benefiti:
- 1-year fixed-term contract with strong potential for permanent employment and career growth
- Zagreb-based offices, fully equipped from day one, all work equipment provided
- Competitive net salary, based on your experience and profile
- A bilingual, close-knit team passionate about the Balkans and invested in each other's success
- Four incredible destinations as your professional playground, Croatia, Slovenia, Bosnia & Herzegovina, and Montenegro
- Ongoing training and development opportunities as the company scales
- A central, high-impact role within a fast-growing DMC, you will be at the heart of every journey we create
    

Kako se prijaviti

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