Floor Manager

The Floor Manager oversees daily front-of-house operations to ensure a seamless, world-class journey for travelers. This position balances real-time staff coordination, strict compliance with travel safety regulations, and rapid resolution of customer issues (such as flight delays, booking mishaps, or itinerary changes). The ideal candidate is a high-energy leader who thrives under pressure and keeps the team motivated during peak travel seasons.

Key Responsibilities

1. Operations & Service Delivery

• Supervise the daily flow of travelers, managing queues and bottlenecks during peak arrival and departure times.

• Ensure all customer touchpoints (check-in counters, lounge areas, information desks) are fully operational, clean, and visually appealing.

• Conduct daily pre-shift briefings to update the team on daily VIP arrivals, large tour groups, weather disruptions, or travel advisory updates.

• Monitor inventory levels for essential guest supplies, travel brochures, and promotional materials.

2. Team Leadership & Scheduling

• Lead, mentor, and coordinate front-line staff, including travel consultants, guest relations agents, and concierge personnel.

• Manage staff rosters, shift handovers, and break schedules to ensure optimal floor coverage without compromising service quality.

• Conduct on-the-floor coaching to maintain high standards of hospitality, cross-selling, and up-selling of travel packages/insurance.

3. Crisis Management & Escalation

• Act as the primary point of contact for complex customer grievances, handling booking errors, missed connections, or cancellations with empathy and speed.

• Implement contingency plans during unexpected disruptions (e.g., transit strikes, severe weather, technical system outages).

• Liaise with third-party vendors, transport providers, and tour operators to resolve logistical conflicts immediately.

4. Compliance, Safety & Reporting

• Ensure strict adherence to local tourism regulations, health and safety protocols, and company compliance standards.

• Oversee daily cash handling, POS (Point of Sale) reconciliation, and data entry into travel management systems.

• Generate daily and weekly operational reports highlighting foot traffic, customer feedback trends, and staff performance metrics.

• It is a Full Time Telesales / Telemarketing job for candidates with 6+ years of experience.