Travel Operations Executive Fully WFH

About Luxor Trails

Luxor Trails is an adventure travel company based in Mumbai. We specialise in customised domestic and international tours and create immersive, experiential journeys.

We're a lean, passionate team focused on high-quality operations and outstanding customer experiences.

Role overview

We are hiring a full-time Travel Operations Executive working fully remote. You'll be the operational backbone for client trips — managing bookings, supplier coordination, payments, customer communications and keeping everything accurate in our CRM. This is a hands-on role that requires strong organisation, excellent communication and a passion for adventure travel.

Key responsibilities

• CRM-first operations: maintain and update all customer, lead and booking records (lead intake, PNRs, invoices, notes, follow-ups). Ensure 100% data hygiene after every touchpoint.

• Bookings & confirmations: create and manage bookings (hotels, transport, activities), issue confirmations, secure supplier vouchers and deliver final itineraries to clients.

• Itinerary creation: build client-ready, day-by-day itineraries using CRM templates.

• Supplier management: source, negotiate and coordinate with local suppliers, hotels, transport vendors and guides; maintain supplier details and rates in CRM.

• Payments & invoicing: coordinate client payments, send invoices, track reconciliations and assist Finance with supplier payments.

• Customer care: act as primary operations contact pre-trip and during travel — manage changes, disruptions and client queries via phone, email and WhatsApp.

• Documentation & compliance: collect and verify travel documents, visas, permits and waivers.

• Cancellations & refunds: manage cancellations, apply policy and coordinate refunds/credits.

• Quality control & feedback: collect post-trip feedback, log issues in CRM and drive fixes with Product team.

• Reporting & improvements: produce weekly/monthly ops reports and suggest process improvements.

• Cross-functional coordination: work with Sales, Product, Marketing and Finance for smooth handovers and issue resolution.

• SOPs & training: follow and help refine SOPs; support onboarding and CRM training for new hires.

Required qualifications & skills

• Minimum 1 year experience in travel operations, travel management or a related role (agency/tour operator experience preferred).

• Proven experience using a CRM for sales/operations — comfortable with records, reports and workflows.

• Excellent written & verbal communication and customer-service skills.

• Ability to work independently in a remote setup and manage multiple bookings concurrently.

• Strong organisation, attention to detail and prioritisation under pressure.

• Passion for adventure travel and knowledge of domestic & international destinations.

• Basic spreadsheet skills (Excel/Google Sheets) and familiarity with Google Workspace.

• Reliable internet connection and a quiet workspace for calls.

Nice-to-have

• Experience with WhatsApp Business or messaging integrations.

• Familiarity with GDS (Amadeus/Galileo/Sabre) or OTA supplier portals.

• Exposure to payment gateways, invoicing tools and basic accounting flows.

• Degree/diploma in Travel, Tourism or Hospitality.

• Additional language skills relevant to our markets.

KPIs / How we'll measure success

• Lead → booking handover quality & conversion impact

• On-time confirmations / itinerary delivery rate

• CRM data completeness & timeliness

• Customer satisfaction / post-trip feedback

• Accuracy of supplier invoice reconciliation

What we offer

• In Hand: ₹15,000 per month.

• Fully remote, full-time role with flexible hours (core overlap with IST expected).

• Opportunity to work in a passionate team shaping high-quality travel packages.

• Growth into Senior Operations, Sales, Product or Account Management roles.

• Learning opportunities (destination training, vendor exposure).