Job Description
Job Description
Travel & Tourism Agency Manager
Employment Type: Full-Time | Location: Dehiwala, Mount Lavania
At Satkin Holidays, we don't just plan trips - we create seamless, personalised Sri Lanka experiences designed around every traveler who trusts us with their journey. As a UK and Sri Lanka-based team, we combine international service standards with deep local knowledge to deliver holidays that are smooth, memorable, and truly authentic.
We're looking for a Travel Agency Manager to help us do it at scale.
This is a role for someone who loves to lead from the front: someone who can inspire a team of travel agents to bring the same care and local insight to every itinerary, who sees a travel package not just as a product but as the start of someone's story in Sri Lanka, and who knows that outstanding service is what sets travellers apart. As a fully SLTDA-licensed operator, we're building something travellers can book with complete confidence - and we'd need a leader who takes travel seriously.
If you have the industry knowledge, commercial drive, and people-first leadership to grow our agent team, sharpen our packages, and deepen customer satisfaction across every touchpoint, we'd love to hear from you.
Role Summary
We are seeking a passionate, customer-focused, and results-driven Travel Agency Manager to lead and oversee our travel and tourism operations. The successful candidate will be responsible for managing a team of travel agents, developing attractive travel packages, enhancing customer satisfaction, and driving sales growth. This role requires strong leadership, industry knowledge, and a commitment to delivering outstanding travel experiences.
Key Accountabilities
- Team Leadership & Agent Management
- Recruit, train, and mentor a team of travel agents, ensuring consistent product knowledge across Satkin's Sri Lanka itineraries and services
- Set individual and team performance targets, and conduct regular reviews against sales and service KPIs
- Foster a customer-first culture within the team, coaching agents on consultative selling and destination storytelling rather than transactional booking
- Travel Package Development
- Design and refine travel packages and itineraries (short breaks through multi-day tours), working closely with local suppliers, guides, and the Kokuvil property team
- Identify new experience opportunities aligned with seasonal demand (e.g. festival periods, peak travel windows) and emerging traveler interests such as wellness, heritage, and slow travel
- Negotiate and maintain supplier and partner relationships to ensure quality, availability, and competitive pricing
- Reservations, Transportation & Partnerships
- Coordinate hotel reservations, securing the best accommodation options, value, and rates for clients
- Organise and manage all ground transportation, including airport transfers, car rentals, shuttle services, and private transport solutions
- Build and maintain strong, long-term relationships with hotels, transport providers, airlines, and other key travel partners
- Customer Satisfaction & Experience
- Own the end-to-end customer journey, ensuring every enquiry, booking, and post-trip touchpoint reflects Satkin's brand promise
- Handle client inquiries, bookings, modifications, and travel-related issues with professionalism and efficiency
- Establish and monitor customer feedback mechanisms (reviews, surveys, repeat-booking rates), using insights to continuously improve packages and service delivery
- Resolve escalated customer issues swiftly and professionally, protecting brand reputation and traveller trust
- Sales Growth & Commercial Performance
- Develop and execute sales strategies to grow booking volume and revenue across target markets (UK diaspora, international travellers, corporate/group bookings)
- Own pricing strategy and margin performance across the package portfolio
- Track market trends and competitor offerings to keep Satkin's proposition distinctive and competitively priced
- Compliance & Operational Standards
- Ensure all operations meet SLTDA licensing requirements and relevant travel industry regulations
- Maintain accurate records across bookings, supplier contracts, and financial reporting
- Champion responsible and sustainable tourism practices in line with Satkin's values
What We're Looking For
- Proven experience in a travel agency, tour operator, or destination management role, ideally with team leadership responsibility
- Strong commercial acumen with a track record of hitting sales and margin targets
- Deep knowledge of, or genuine passion for, Sri Lanka as a destination
- Excellent relationship-building skills, both with customers and local suppliers
- A hands-on, service-first leadership style
What We Offer
- The opportunity to shape a growing, purpose-led travel brand from an early stage
- A role that blends commercial ownership with genuine cultural and community impact
- A collaborative UK and Sri Lanka-based team
- Competitive remuneration package
Qualifications & Requirements
Education
- Bachelor's degree or diploma in Tourism, Hospitality, Business Administration, or a related field
Experience
- Proven experience in tourism, travel agency operations, or a managerial role within the travel industry
Skills & Competencies
- Excellent communication and interpersonal skills
- Strong leadership, coaching, and team management abilities
- Strong expertise in hotel booking systems and reservation management
- Hands-on experience coordinating transportation and end-to-end travel logistics
- Solid knowledge of travel booking systems and tourism products
- Strong organizational and problem-solving skills
- Ability to work effectively in a fast-paced environment and manage multiple priorities
- Proficiency in travel reservation systems, Microsoft Office Suite, and other relevant software applications
Benefits
- Competitive salary and performance-based incentives
- Professional development and career advancement opportunities
- Supportive and collaborative work environment
- Opportunities for travel and industry exposure
How to Apply
If you're ready to bring your expertise and passion for travel to a thriving team, we'd love to hear from you!
Please send your CV and a brief cover letter to [email protected] by 15th August 2026.
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