Job Description

JOB SUMMARY

TheSales Manager is responsible for leading, developing, and driving the performance of the sales team within the travel agency. This role focuses on revenue growth, client acquisition and retention, consultant performance, and alignment with operational standards and customer experience objectives. The Sales Manager serves as a strategic leader, coach, and liaison between sales, operations, and support departments to ensure consistent execution and profitability.

KEY RESPONSIBILITIES

Sales Leadership & Performance

Lead, motivate, and manage travel consultants to achieve individual and team sales targets. Establish clear sales goals, KPIs, and performance benchmarks aligned with company objectives. Monitor daily, weekly, and monthly sales performance and provide actionable feedback. Conduct regular one-on-one coaching, performance reviews, and sales strategy sessions.

Revenue Growth & Strategy

Develop and execute sales strategies focused on increasing bookings, margins, and repeat business. Identify growth opportunities across leisure, group, corporate, and specialty travel segments. Promote upselling, cross-selling, and value-added services (upgrades, excursions, etc.). Analyze sales data, trends, and market conditions to adjust strategy accordingly.

Lead Management & Distribution

Determine, manage, and strategically distribute sales leads to consultants based on availability, expertise, performance, and business priorities. Monitor lead flow from all channels (web, phone, referrals, marketing campaigns, and partners) to ensure timely follow-up and conversion. Establish and enforce lead-handling standards, response-time expectations, and accountability measures. Analyze lead performance and conversion metrics to optimize assignment strategies and maximize revenue outcomes. Collaborate with marketing and operations teams to improve lead quality, tracking, and reporting.

Client Experience & Retention

Ensure high standards of customer service and client satisfaction throughout the sales cycle. Support consultants in handling escalated client issues, complaints, and service recovery cases. Reinforce best practices in communication, follow-ups, and relationship management. Collaborate with support teams to ensure urgent and time-sensitive cases are handled efficiently.

Team Development & Training

Participate in hiring, onboarding, and training new sales consultants. Ensure consultants are knowledgeable in products, suppliers, systems, policies, and compliance standards. Identify skill gaps and coordinate training related to sales techniques, systems, and product knowledge.

Operational & Administrative Oversight

Ensure adherence to internal policies, procedures, and supplier requirements. Collaborate with Operations and Support departments to improve workflow efficiency. Assist in enforcing accountability related to errors, debit memos, and booking accuracy. Maintain accurate records, reports, and documentation related to sales performance and activities.

Vendor & Partner Collaboration

Work closely with preferred suppliers, cruise lines, tour operators, and vendors to maximize sales opportunities. Support promotional campaigns, supplier incentives, and sales initiatives.

QUALIFICATIONS

Education & Experience

Bachelor's degree in Business Administration, Hospitality, Tourism, or related field preferred. Minimum of 3-5 years of experience in sales, with at least 1-2 years in a leadership or supervisory role. Strong knowledge of travel agency operations, booking systems, and supplier relationships is preferred.

Skills & Competencies

Proven leadership and people-management capabilities. Strong sales acumen with a results-driven mindset. Excellent communication, coaching, and conflict-resolution skills. Analytical ability to interpret sales data and performance metrics. Strong organizational and time-management skills. Ability to work under pressure in a fast-paced, deadline-driven environment.

Technical Skills

Proficiency with travel booking platforms (Preferred) and CRM systems. Strong working knowledge of Microsoft Office. Key Performance Indicators (KPIs) Sales revenue and growth targets Consultant productivity and conversion rates Client retention and satisfaction metrics Margin performance and upsell penetration Compliance with operational and quality standards

Work Environment

Office-based May require extended hours during peak seasons or critical operational periods * Full availability to work from Monday thru Saturday 8am-6pm