Travel Booking Operations Supervisor

March 12

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Penbrothers

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Penbrothers is a leading provider of remote staffing solutions based in the Philippines. The company specializes in helping businesses find, hire, and manage top Filipino talent, offering a seamless onboarding process and comprehensive HR support. By streamlining administrative tasks such as payroll and compliance, Penbrothers allows companies to focus on their core objectives while building effective, high-performing remote teams. Their mission revolves around humanizing growth, ensuring that both business success and employee well-being are prioritized.

Talent Acquisition • Employment and Onboarding • HR Management and Payroll • Compliance • Office Space

201 - 500 employees

Founded 2014

🤝 B2B

🎯 Recruitment

👥 HR Tech

📋 Description

• Oversee the training of new Booking Specialists in standard operating procedures (SOPs) for booking processes. • Ensure seamless 24/7 coverage by managing shift schedules and addressing staffing gaps or high-volume periods. • Supervise the Booking Specialist team, monitoring adherence to service standards and operational guidelines. • Act as the escalation point for complex booking issues or customer complaints, providing timely and effective resolutions. • Track and analyze team performance metrics, with a focus on speed and accuracy, providing coaching and additional training as needed. • Maintain a broad awareness of marketing and content creation tools used by the company (training for these tools will be overseen by the founders). • Initially, serve as the primary Booking Specialist, executing all bookings to establish process benchmarks and operational understanding.

🎯 Requirements

• Minimum of 5 years of relevant experience in the travel industry, with at least 2 years in a supervisory or managerial role overseeing booking operations. • Bachelor's degree in Tourism, Hospitality Management, Business Administration, or a related field. • Strong familiarity with travel booking systems, airline/hotel reservation platforms, and AI-driven tools used in the travel sector. • Experience managing teams in a 24/7 customer service environment, preferably in travel operations. • Strong ability to handle escalations and implement solutions efficiently. • Excellent verbal and written communication skills to coordinate with internal teams and external partners. • Proven ability to train, mentor, and manage a team to uphold service quality and operational efficiency. • Comfort with AI-powered tools, workflow automation, and data-driven performance analysis.