Reporting to: General Manager Travels & Tours Division Grade: B2

Full Time/ On-Site Kuwait City, KW

Job Description

As a Retail Operations Manager in our Ticketing & Travel Management Company, your role is pivotal in ensuring the smooth and efficient operation of retail outlets, ticketing counters, or branches. You will be responsible for overseeing day-to-day retail operations, managing staff, optimizing processes, and delivering exceptional customer service. Your primary goal is to achieve sales targets, maintain operational excellence, and uphold the company's reputation for quality and reliability.

Role & Responsibilities

1. Retail Outlet Management:
   • Supervise and manage the daily operations of retail outlets or ticketing counters.
   • Ensure that all retail locations maintain a clean, organized, and welcoming environment for customers.

1. Sales and Revenue Generation:
   • Develop and implement sales strategies to meet or exceed revenue targets.
   • Monitor sales performance, analyze trends, and implement corrective measures as needed.

1. Customer Service Excellence:
   • Maintain a high standard of customer service by training and motivating retail staff.
   • Resolve customer complaints and issues promptly and effectively.

1. Inventory and Travel Product Management:
   • Oversee the management of travel product availability, including airline seats, hotel rooms, and tour packages, through electronic reservation systems.
   • Ensure optimal allocation and dynamic pricing strategies to maximize revenue.

Staff Management:

• Recruit, train, and supervise retail staff, including sales associates and customer service representatives.
• Set performance targets and conduct performance evaluations.

Process Improvement:

• Identify opportunities to streamline retail operations and enhance efficiency.
• Implement best practices to improve processes and customer booking experiences.

1. Compliance and Quality Assurance:
   • Ensure compliance with company policies, industry regulations, and quality standards for travel product booking and delivery.

1. Marketing and Promotion Support:
   • Collaborate with the marketing department to execute promotional campaigns and marketing initiatives at retail outlets.
   • Monitor the effectiveness of marketing efforts in driving sales.

1. Reporting and Analytics:
   • Prepare regular reports on retail sales performance, inventory utilization, and customer feedback.
   • Utilize data analytics to make informed decisions and improvements.

1. Vendor Relations:
   • Manage relationships with travel suppliers and partners to ensure timely availability of travel products and favorable terms.
   • Communicate effectively to address inventory-related issues.

1. Budget Management:
   • Develop and manage the budget for retail operations, including expenses and revenue projections.

Training and Development:

• Provide ongoing training and development opportunities for retail staff to enhance product knowledge and customer service skills.

1. Technology Integration:
   • Implement and maintain retail management software systems and point-of-sale (POS) technology, including electronic reservation systems.

1. Market Research:
   • Stay informed about industry trends, competitor activities, and customer preferences related to travel products and services.

Qualifications:

• Bachelor's degree in Business, Travel Management, or a related field (Master's degree preferred).
• Proven experience (10+ years) in the travel or ticketing industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in using retail management software and technology.
• Knowledge of industry regulations and quality assurance standards.