Travel Consultant Supervisor

Role SummaryThe Travel Consultant Lead/Supervisor is a role combining hands-on corporate travel booking role with operational and people supervision responsibilities. This position is responsible for delivering high-level travel services to key clients while ensuring smooth day-to-day operations of the support team, service quality, SLA adherence, and escalation management.This role acts as the first line of operational leadership on the floor and a second-level escalation point for complex service or supplier-related cases.Key Responsibilities1. Travel Consulting & Client ServiceProvide end-to-end corporate travel services for assigned clients, including flights, hotels, rail, car rentals, and ancillary services.Manage complex, multi-leg itineraries and VIP bookings.Ensure full compliance with client travel policies and internal SLAs.Advise clients on best routing, fares, booking classes, exchanges, and alternatives.Handle ticketing, reissues, cancellations, refunds, and schedule changes.Coordinate with airlines, hotels, and suppliers to resolve disruptions and urgent travel issues.Act as a main point of contact for escalated client queries when required.2. Operational Supervision & Floor ManagementOversee daily operations of the travel support team.Ensure timely self-assignment of incoming cases by the team;Monitor and control queues across systems and channelsAct as first point of contact for day-to-day operational questions from the team.Maintain clear communication channels between Support, Sales, and Account Management teams to ensure smooth coordination and client satisfaction.3. Escalation & Case ManagementTake ownership of second-level escalations related to service delivery, SLA breaches, or supplier issues and ensure timely resolution of escalated cases.Take ownership of critical or sensitive queries when escalation is required.4. Discipline & Attendance ControlMonitor team attendance, punctuality, and adherence to working schedules via operational systems.Control login/logoff times and break schedules to ensure operational coverage.Ensure continuity of operations with minimal disruptions.4. Quality, Knowledge & Continuous ImprovementSupport onboarding and on-the-job guidance of junior consultants.Share best practices, updates on travel regulations, and system changes with the team.Identify process gaps and suggest operational improvements.Maintain high service quality standards across all handled and supervised cases.Requirements5-7 years of experience as a corporate travel consultant in a TMC or business travel environmentStrong hands-on experience with GDS systems (Sabre preferred; Amadeus/Galileo acceptable)Native Arabic speaker with high English proficiencyProven experience handling complex itineraries and corporate clientsFrom 2 years’ experience as a team leader, supervisor, or acting senior roleStrong decision-making and problem-solving skillsHigh attention to detail and ability to work under pressureWhat We OfferCompetitive compensation with supervisory role upliftClear career growth path into operations or support management rolesDynamic, international working environmentOpportunity to influence operational processes and service qualityBe part of a fast-growing travel tech company with global ambitions