Chief of Operations – Travel Agency (m/f) Novi oglas

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

Vrsta posla: Na određeno vrijeme

Potrebno obrazovanje, znanja i vještine

• 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

Poslodavac ti nudi

• 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