| Detail | For this role |
|---|---|
| Department | Hospitality |
| Level | Manager |
| Reports to | Head of Travel Operations |
| Direct reports | Travel Consultant, Ticketing Executive, Holiday Package Executive |
| Experience | 5 to 9 years in travel with team leading |
Travel Branch Manager job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Travel Branch Manager
Department: Hospitality
Reports to: Head of Travel Operations
Location: [City], [office, branch or site]
About the role
A Travel Branch Manager runs a travel agency branch, owning sales, service and the branch team. They drive bookings for flights, tours and holidays, manage consultants and hit the branch targets. The role reports to the Head of Travel Operations. A good Travel Branch Manager keeps the branch selling and serving well, converts walk ins and enquiries into bookings, handles service issues fast and builds a base of repeat travellers who trust the branch with their trips.
Key responsibilities
- Run the branch and drive sales of flights, tours, holidays and travel services.
- Lead travel consultants and set their sales and service targets.
- Convert walk in, phone and online enquiries into confirmed bookings.
- Handle escalated customer issues, booking changes, refunds and complaints promptly.
- Manage supplier bookings, rates and coordination for the branch.
- Ensure ticketing, documentation and visa processes are accurate and on time.
- Track branch sales, margins and customer satisfaction and report them.
- Run local marketing and offers to bring travellers to the branch.
- Ensure compliance with travel, payment and refund rules at the branch.
- Build repeat and referral business through good service and follow up.
Requirements
- Degree or diploma in travel and tourism
- Strong travel sales and branch experience
- IATA or GDS knowledge is an advantage
- 5 to 9 years in travel with team leading
KRAs and KPIs for a Travel Branch Manager
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Branch sales | Branch booking revenue meets or beats the monthly target |
| Conversion | Enquiry to booking conversion held at or above target |
| Customer satisfaction | Customer satisfaction score held above the agreed level |
| Margin | Branch package margin held at or above the approved level |
| Repeat business | Repeat and referral bookings grown against last year |
| Accuracy | Ticketing and documentation errors held near zero each month |
Skills and tools
Tools used day to day: GDS such as Amadeus, Travel booking systems, CRM, POS billing, MS Excel.
Reporting line and career path
Next roles: Head of Travel Operations, Regional Manager, Cluster Branch Head
Interview questions for a Travel Branch Manager
- How do you convert a walk in enquiry into a confirmed booking?
- How do you hit branch sales targets in a slow month?
- How do you handle a customer whose trip was disrupted?
- How do you protect margin while staying competitive on price?
- How do you lead consultants to sell and serve well?
- How do you build repeat travellers for the branch?
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What does a Travel Branch Manager do?
A Travel Branch Manager runs a travel agency branch, owning sales, service and the team. They drive bookings for flights, tours and holidays, lead consultants, convert enquiries, handle escalations and manage suppliers. They track branch sales, margins and satisfaction, reporting to the Head of Travel Operations.
What is a GDS in travel?
A GDS, or global distribution system, is the platform travel agents use to search and book flights, hotels and other services in real time. Systems such as Amadeus connect agents to airlines and suppliers. A travel branch handles bookings through a GDS, so knowledge of it is valuable in the role.
What qualifications does a Travel Branch Manager need?
Most Travel Branch Manager roles ask for a degree or diploma in travel and tourism with strong travel sales and branch experience and five or more years, including team leading. IATA or GDS knowledge is an advantage, along with strong sales, service and people skills.