Operation Manager

About the Role

Smailing Tour is a leading travel agency specializing in Corporate Travel Management, Meetings & Events (MICE), and curated travel experiences. We are seeking an experienced and detail-oriented Operation Manager to lead our ticketing operations and ensure efficient, accurate, and high-quality service delivery.In this role, you will oversee end-to-end ticketing operations, lead the ticketing team, and ensure smooth handling of domestic and international flight reservations. This position is ideal for professionals with strong airline and GDS knowledge, solid leadership skills, and extensive experience in managing ticketing operations.

Responsibilities

• Lead and supervise daily ticketing operations, ensuring timely and accurate service delivery
• Oversee booking, issuance, reissuance, rebooking, cancellation, refund, and other ticketing processes
• Monitor ticketing accuracy, service quality, and compliance with airline policies and company procedures
• Handle complex ticketing issues, schedule changes, cancellations, and operational challenges
• Coordinate with airlines, GDS providers, and travel partners to resolve ticketing and reservation matters
• Provide guidance, coaching, and support to the ticketing team to maintain operational effectiveness
• Monitor team performance and identify opportunities for process and service improvements
• Ensure proper documentation, reporting, and adherence to ticketing procedures and standards

Qualifications

• Diploma (D3) or Bachelor's degree (S1) in Tourism, Hospitality, Travel Management, or a related field
• Minimum 7 years of experience in ticketing, with proven experience in a supervisory or managerial role
• Strong knowledge of domestic and international airline reservations, fares, and ticketing procedures
• Proficient in GDS systems such as Galileo, Sabre, Amadeus, Abacus, or Altea
• Good understanding of fare rules, reissuance, refund, and international ticketing requirements
• Strong leadership, team management, and people development skills
• Excellent problem-solving, analytical, and decision-making skills, with strong attention to detail
• Good communication skills and ability to work effectively with airlines, partners, clients, and internal teams