Job Description

About TRAVELOG

TRAVELOG is a fast-growing outbound travel agency in Malaysia, specializing in curated journeys to China and beyond. We believe travel changes lives, and our mission is to deliver meaningful, inspiring, and unforgettable travel experiences.

We also own Malaysia’s largest travel Facebook community with over 2.3 million followers:

• Travelog.com – 1.3M followers
• 旅书 – 860K followers

This scale gives us a powerful platform to reach and inspire millions of travelers every day.

Position Summary

The Tour Operation Manager ensures that TRAVELOG's travel operations run efficiently, reliably, and in compliance with industry standards, while also driving innovation through the development of new travel products. This role requires balancing execution excellence with product innovation, to deliver seamless customer experiences and support the company’s growth objectives.

Core Responsibilities

• Daily Operations Management
  
• Oversee reservations, ticketing, visa handling, ground arrangements, and customer support.
• Ensure operational SOPs are implemented and continuously improved.
• Monitor tour execution and handle last-minute disruptions.
• Team Leadership & Training
  
• Supervise and guide the Operations Team (Tour Coordinators, Ticketing Executives, Customer Service) to ensure efficient execution.
• Conduct product knowledge and service training.
• Monitor team KPIs and ensure accountability.
• Supplier & Partner Coordination
  
• Manage and negotiate with airlines, hotels, transport providers, and DMC partners.
• Monitor service quality and maintain long-term partnerships.
• Customer Experience & Quality Control
  
• Oversee end-to-end customer journey, from booking to feedback.
• Handle escalated service issues and ensure fast resolution.
• Implement regular service quality checks and customer satisfaction tracking.
• Compliance & Risk Management
  
• Ensure compliance with MOTAC regulations and international travel policies.
• Monitor safety, insurance, and crisis management procedures.
• Develop contingency plans for emergencies.
• Cost & Profit Control:
  
• Monitor tour costs, conduct regular supplier evaluations, and review gross profit margin of each tour.

Job Requirements

 Key Requirements

• Bachelor’s Degree in Tourism, Business, or related field.
• Minimum 5 years’ experience in travel agency operations, with at least 2 years in management.
• Proven experience in outbound travel product development.
• Familiar with flight ticketing/GDS systems, visa procedures, and tour logistics.
  Strong leadership, problem-solving, and negotiation skills.
• Bilingual: English + Mandarin (Bahasa Malaysia an advantage).

KPIs (Key Performance Indicators)

1. Accuracy of tour documents ≥ 98%
2. Gross profit margin achievement ≥ 95%
3. Complaint rate ≤ 2%, customer satisfaction ≥ 90%
4. Team turnover ≤ 10%, new staff training pass rate 100%

Culture Fit:

At TRAVELOG, we are a trust-based, fast-paced company with a lean management structure. This means every team member carries more responsibility, has greater exposure, and plays a direct role in our success.

We believe the right culture fit is key to success. Our ideal team members are:

• Be Self-Driven – Take initiative, set your own goals, and move projects forward without waiting for instructions.
• High Performance & Play at the Top – Always aim for industry-leading quality. Own your work, benchmark against the best, and never settle for “good enough.”
• Drive for Results – Measure success by outcomes, not effort. Focus on actions that deliver real impact for the brand, team, and long-term goals.

TRAVELOG is a place for leaders, not passengers. If you’re seeking comfort zones, predictable routines, and minimal challenges, this is not where you’ll find them. But if you’re ready to think big, take ownership, make bold decisions, and shape the future of our company, you’ll have the platform, trust, and support to make a lasting impact.

Career Path

Head of Operations / Head of Product & Operations → Operation Director → General Manager → COO

Skills