Operations Manager

Where the role sits

VIT works with travel agents, not directly with travellers: the traveller is the agent's client, not ours. Three roles share the trip, each with clear boundaries:

  • Travel Designer (the "primary"): builds and sells the proposal and the quote — hotels, transfers, guided tours, trains — and books the hotels.
  • Operations Manager: takes the confirmed trip, prepares and checks everything, makes the bookings and delivers the vouchers.
  • Customer Service: steps in once the traveller has arrived at destination; reachable 24/7 by phone and WhatsApp, with the authority to make changes and spend money (e.g. refund a transfer that didn't happen and have the client take a taxi, or send another driver).

There is no handover between Operations Manager and Customer Service: Customer Service comes into play when the traveller is at destination and works on the trip file exactly as the Operations Manager left it. This is why the file must be clean, complete and clear: a colleague who didn't build it must be able to solve a problem at 8 pm without having to decipher it.

VIT 4 TRAVELThree roles, one flawless tripFrom the proposal to the vouchers, through to support at destinationThe travel agent is VIT’s client.The traveller is the agent’s client.01PROPOSAL AND SALETravel DesignerThe primaryBuilds and sells theproposal and quoteDefines hotels, transfers,visits and trainsBooks the hotels.02TRIP CONFIRMEDOperations ManagerOperational andcorrective roleChecks and correctsthe programmeBooks the services andchecks the detailsDelivers the vouchers.Experience • Judgement • Precision03AT DESTINATIONCustomer ServiceSupport forthe travellerSteps in from arrivalat destinationHandles changes andspending independentlyReachable 24/7Phone and WhatsApp.TripconfirmedA complete trip file is essentialThere is no handover: Customer Service works on the trip fileexactly as the Operations Manager left it.Everything must be clean, complete and clear.