About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our Client is an AI-powered travel companion designed to enhance the way people explore the world. Through an intuitive mobile application, it offers personalized travel recommendations, real-time insights, and interactive features tailored to each user's preferences. The platform leverages AI technology to suggest destinations, activities, stays and hidden gems, ensuring a seamless and enriching travel experience. With built-in tools to plan and book an itinerary from end-to-end, the Client empowers travelers to travel anywhere with ease.

By combining technology and personalized experiences, the Client is redefining modern travel, helping users explore the world effortlessly while discovering unique and authentic experiences.

About the Role

Our client is looking for a highly motivated and experienced Travel Booking Operations Supervisor to lead our Booking Specialist team. This role will ensure smooth booking operations, maintain service standards, and oversee training initiatives to enhance team performance. The ideal candidate has a strong background in the travel industry, familiarity with booking systems, a passion for improving workflows in a dynamic, AI-driven environment, and a keen attention to detail.

What you’ll do

• Primary Responsibilities:
• Oversee the training of new Booking Specialists in standard operating procedures (SOPs) for booking processes.
• Ensure seamless 24/7 coverage by managing shift schedules and addressing staffing gaps or high-volume periods.
• Supervise the Booking Specialist team, monitoring adherence to service standards and operational guidelines.
• Act as the escalation point for complex booking issues or customer complaints, providing timely and effective resolutions.
• Track and analyze team performance metrics, with a focus on speed and accuracy, providing coaching and additional training as needed.
• Maintain a broad awareness of marketing and content creation tools used by the company (training for these tools will be overseen by the founders).
• Initially, serve as the primary Booking Specialist, executing all bookings to establish process benchmarks and operational understanding.
• Secondary Responsibilities:
• Collaborate with founders and cross-functional teams to refine workflows and implement process improvements.
• Provide insights and feedback on AI-driven booking tools to enhance automation and efficiency.
• Execute basic, process-driven tasks such as content creation as required, utilizing provided tools and workflows during available time

What You Bring

• Experience: Minimum of 5 years of relevant experience in the travel industry, with at least 2 years in a supervisory or managerial role overseeing booking operations.
• Education: Bachelor's degree in Tourism, Hospitality Management, Business Administration, or a related field.
• Industry Knowledge: Strong familiarity with travel booking systems, airline/hotel reservation platforms, and AI-driven tools used in the travel sector.
• Operational Management: Experience managing teams in a 24/7 customer service environment, preferably in travel operations.
• Problem-Solving: Strong ability to handle escalations and implement solutions efficiently.
• Communication: Excellent verbal and written communication skills to coordinate with internal teams and external partners.
• Leadership & Training: Proven ability to train, mentor, and manage a team to uphold service quality and operational efficiency.
• Tech-Savvy: Comfort with AI-powered tools, workflow automation, and data-driven performance analysis.

Please refer to job description.