Luxury Travel Operations Supervisor

About the Role

Lead the day-to-day operations of a 24/7 luxury client support team, ensuring fast, personalized, and seamless assistance for urgent travel concerns, complaints, cancellations, refunds, and itinerary changes. The role combines hands-on case handling, team supervision, escalation management, coaching, and quality governance.

Key Responsibilities

• Handle urgent client requests, cancellations, modifications, complaints, refunds, and service recovery cases.
• Oversee 24/7 shift operations, including handovers, workload balancing, follow-ups, and SLA compliance.
• Act as the first-level escalation point for high-value, sensitive, and complex client concerns.
• Support and coach Response Team members on crisis communication, luxury service, complaint handling, and escalation procedures.
• Ensure compliance with SOPs, escalation guidelines, refund/credit processes, and service policies.
• Monitor and document service issues, SLA misses, escalation errors, and recurring problems; drive corrective actions.
• Use Salesforce Omni-Channel and hotel extranets to manage cases and provide real-time solutions.
• Coordinate with internal teams and hotel partners on recurring service issues and client concerns.
• Contribute to operational and monthly performance reporting.

Key Skills & Qualifications

• Experience in luxury travel, hospitality, concierge, client services, or high-touch customer support.
• Proven experience in a supervisory/lead role handling escalations and complex client concerns.
• Strong crisis management, problem-solving, and decision-making skills.
• Excellent communication and customer service skills, with a strong luxury-service mindset.
• Comfortable working in a 24/7 shifting environment.
• Experience with Salesforce Omni-Channel, extranets, or similar customer service platforms is an advantage.
• Strong attention to detail, follow-through, and ability to manage high-pressure situations.