Luxury Travel Operations Supervisor

About the role

Lead the day‑to‑day operations of a 24/7 luxury client support team, ensuring fast, personalized, and seamless assistance for urgent travel concerns, complaints, cancellations, refunds, and itinerary changes. The role blends hands‑on case handling, team supervision, escalation management, coaching, and quality governance.

Key responsibilities

• Handle urgent client requests, cancellations, modifications, complaints, refunds, and service recovery cases.
• Oversee 24/7 shift operations, including handovers, workload balancing, follow‑ups, and SLA compliance.
• Act as the first‑level escalation point for high‑value, sensitive, and complex client concerns.
• Support and coach Response Team members on crisis communication, luxury service, complaint handling, and escalation procedures.
• Ensure compliance with SOPs, escalation guidelines, refund/credit processes, and service policies.
• Monitor and document service issues, SLA misses, escalation errors, and recurring problems; drive corrective actions.
• Use Salesforce Omni‑Channel and hotel extranets to manage cases and provide real‑time solutions.
• Coordinate with internal teams and hotel partners on recurring service issues and client concerns.
• Contribute to operational and monthly performance reporting.

Required profile

• Experience in luxury travel, hospitality, concierge, client services, or high‑touch customer support.
• Proven experience in a supervisory/lead role handling escalations and complex client concerns.
• Strong crisis management, problem‑solving, and decision‑making skills.
• Excellent communication and customer service skills, with a strong luxury‑service mindset.
• Comfortable working in a 24/7 shifting environment.
• Experience with Salesforce Omni‑Channel, extranets, or similar customer service platforms is an advantage.

Required skills

• Salesforce Omni‑Channel
• Hotel extranets