Abdul Wahed Khan

Head of TMC - The role involves a holistic approach to managing various aspects of corporate travel operations, including customer service, team management, vendor relationships, technological enhancements, and strategic planning to ensure smooth and efficient operations for corporate clients.

• Lead a 40+ member operations team spanning Dubai and Jordan, ensuring efficient coordination and excellence in daily activities and objectives.
• Developed and implemented operational procedures to ensure quality standards are met.
• Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
• Hotel operations and contracting, implementation of AIDA tool to add all the vendor and supplier including the Hotel contracted rates.
• Coordinate with the Hotel supply team based in Jordan and integration process for Hotels to improve the tool and add extranet booking contracts by scheduling meeting with Hotel based in Dubai.
• Manage all the Hotel data and direct Hotel contract and including other vendor and supplier like Hotelbeds, Expedia, TBO and Omega and integrate them through one API integration.
• Create a plan to use the VCC, credit facility and portal balance to confirm Hotels and improve the revenue.
• Creates a comparison between the Direct Hotel rate vs the vendor supplier price and share the data with Ops team which they used while quoting the corporate clients.
• B2B failure bookings and help the team to confirm through the Hotel and suppliers in case of any escalations.
• Collaborating with technical teams to ensure the smooth integration of Flights, Hotel, Transfer, Visa, Insurance etc.
• Integration of GDS and NDC to improve the revenue and operation process.
• IATA accreditation for Dubai office including the BSP and Credit card, VCC payment ticketing.
• Improving the corporate booking tool to handle the Flight, Hotels and Visas by creating the profile of the corporate which include the preference and streamline the operation by improving the TAT.
• Establish and maintain relationships with travel suppliers, such as airlines and providers.
• Negotiate with Airlines for PLB, Corporate and private deal, ADHOC and group fare for the corporate clients.
• Supplier partnership for Travel Insurance and Visa and integrating it to our own booking tool with the help of API and coordinating with the developer to ensure it is done properly and testing it on timely basis to avoid the errors.
• Creates a KRA's for Ops team including the SME, Team lead, AM and Manager tracking the performance accordingly to meet the set goals.
• Generate reports on key performance metrics, such as booking trends, sales, and client satisfaction.
• Address client inquiries, concerns, and complaints effectively and in a timely manner.
• Drive the team to reach the set revenue target on daily basis and report the monthly P&L to the reporting manager.

As a senior manager overseeing operations for a Hotel and Flight business, my role would involve a wide range of responsibilities to ensure the smooth functioning of the hotel and the satisfaction of guests.

• Overseeing a diverse team of 50+ in India, Egypt, and Dubai, managing business operations across multiple domains, spanning GCC, Europe, USA, and Canada, ensuring comprehensive and strategic leadership.
• SOP formation for the operation team to handle the Hotel booking including the contracted hotel and execution of VCC hotel payment structure.
• Conduct a risk assessment related to VCC payments.
• Collaborate with IT teams to integrate VCC payment systems into existing technology infrastructure.
• Develop training programs to educate relevant staff on VCC payment SOPs.
• Managing Direct & Third party hotel supply vendors operational flow.
• Integrate third-party vendors with your hotel management system for seamless transactions.
• Regularly synchronize inventory levels with third-party platforms
• Rigorously track financial transactions with third-party suppliers.
• Identify and evaluate potential suppliers based on quality, pricing, and reliability.
• Evaluate the return on investment (ROI) for each platform.
• Ancillary Revenue Generation via third party supply.
• Foster guest loyalty and positive reviews through memorable ancillary offerings.
• Working on improving and maintaining a High CSAT Score.
• Implement diverse feedback channels for constant insights.
• Regularly analyze feedback to identify trends and areas for improvement.
• Train staff on effective communication, problem-solving, and empathy.
• Improving company NPS score - Analyze NPS feedback to identify key areas for improvement.
• Improve communication channels for better transparency and information sharing.
• Social media escalation management.
• Respond promptly to booking-related concerns on social media platforms.
• Express empathy, apologize for inconveniences, and assure swift resolution.
• Follow up publicly after resolving the concern to demonstrate commitment to customer satisfaction.
• Stuck Case Management (Direct & third party supply).
• Identify stuck cases promptly, whether related to direct vendors or third-party suppliers.
• Conduct a thorough analysis to identify the root causes of the issues.
• Collaborate with relevant teams, both internal and external, to address and resolve the cases.
• Creates a KRA's for Ops team including the SME, Team lead, AM and Manager tracking the performance accordingly to meet the set goals.
• Coordinate with sub ordinate to manage the flight operations and ensure the smooth process by implementing the SOP.
• Handle highly escalated cases by using the GDS skills and resolve them with proper resolution.
• Handle all GDS integration with B2C tool and work closely with product to implement new process or addon which helps to increase the revenue also share the Travel industry new trends and insight to enhance the tool and customer experience.
• Closely work with the tech team to improve the self services like Reissue, refund automation to avoid the bandwidth dependency and to improve the process.
• Monitor closely the revenue and share the strategy with CFO to increase and improve the revenue by changing the admin fee structure based on volume and transactions.
• Coordinate with ADM team and discuss the error which causes the monetary losses to the process and provides solution to avoid the loss due to ADM's.
• Develop and implement strategies and tools to detect fraudulent activities, whether they involve financial transactions, identity theft, cyberattacks, or other forms of fraud.
• Develop and implement strategies to mitigate operational risks.
• Monitor the effectiveness of risk mitigation efforts to improve the Hotel and Flight transaction.
• Managed and maintained the chargeback and dispute tracker, recording and analyzing all incoming disputes and chargeback requests.

• Overseeing a diverse team of 50+ in India, Egypt, and Dubai, managing business operations across multiple domains, spanning GCC, Europe, USA, and Canada, ensuring comprehensive and strategic leadership.
• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
• Implemented and developed operational standards, policies and procedures.
• Formulate a comprehensive SOP for VCC hotels payment structure.
• Conduct regular audits to ensure adherence to the established SOPs.
• Managing Direct & Third party hotel supply vendors like DOTW, Hotelbeds, Expedia and Dida operational flow.
• Integrate vendors with hotel management systems for seamless operations through API integration.
• Transaction tracking - Monitor third-party supply transactions meticulously for accurate financial reconciliations and budget alignment.
• Prioritize guest satisfaction through prompt issue resolution to maintain high CSAT scores.
• Address booking-related concerns on social media promptly and empathetically to protect the hotel's online reputation.
• Swiftly identify and address stuck cases in both direct and third-party supply chains for seamless hotel operations and customer satisfaction.
• Integrating Global Distribution Systems (GDS) with New Distribution Capability (NDC) streamlines data exchange, offers personalized content, and enhances airline communication for efficient transactions and improved customer experiences.
• Implementing API integration between GDS, low-cost carriers, and other suppliers enhances pricing accuracy and customer satisfaction. Real-time data exchange optimizes offerings, ensuring competitive rates and personalized experiences.
• Automate reissue and refund processes, seamlessly integrating self-service options for efficient, user-friendly experiences and improved customer satisfaction.
• Enhance revenue through strategic planning of admin fee structures for reissue and refund cases, ensuring profitability while maintaining customer satisfaction.
• Address all SRP issues for flights and hotels, coordinating with hotels for swift resolution and effective communication to resolve concerns promptly.
• Maintain monthly revenue reports for flights and hotels, sharing insights with management. Set targets for the following month based on transaction volumes and performance data.
• Implement robust risk mitigation strategies for hotel and flight transactions to prevent fraud, ensuring secure transactions and enhancing overall safety.
• Maintain a dispute and chargeback tracker, coordinating with the finance team on a monthly basis to ensure timely resolution and accurate financial tracking.

• Lead a team of 30+ in flight and hotel operations, driving efficiency and excellence. Coordinate seamlessly for high-quality service, optimizing performance across diverse responsibilities. Prioritize customer satisfaction and align with organizational
• Supervise and lead a team of travel consultant and operations staff.
• Provide guidance, GDS training, and support to team members.
• Oversee the day-to-day operations of the travel department for flights and hotel.
• Ensure that all travel services are delivered efficiently and effectively.
• Ensure the team follow the set target and handle the queries within the set TAT to improve the customer satisfaction.
• Monitor and improve operational processes to enhance efficiency and customer satisfaction.
• Address customer inquiries, concerns, and escalations promptly and professionally.
• Handle complex or high-value customer issues.
• Establish and maintain relationships with Hotels, airlines and vendors.
• Negotiate contracts and pricing agreements with suppliers.
• Monitor vendor performance and resolve any issues.
• Drive the team to reach the set revenue target on daily basis and report the monthly P&L to the Manager.
• Identify and investigate suspicious activities or transactions that may indicate fraud.
• Implement fraud prevention measures and controls.
• Develop and implement strategies to mitigate operational risks.
• Monitor the effectiveness of risk mitigation efforts.
• Investigated and resolved complex disputes by gathering supporting documentation, communicating with customers, and liaising with banks and payment processors.
• Managed and maintained the chargeback and dispute tracker, recording and analyzing all incoming disputes and chargeback requests.

• Lead and manage the flight and hotel operations team, ensuring seamless coordination, efficiency, and adherence to high-quality standards, optimizing overall performance and customer satisfaction.
• Implement a system for efficient booking confirmations.
• Implement and oversee quality assurance processes for hotel bookings.
• To handle hotel bookings define key performance indicators (KPIs) related to VCC payment processes.
• Develop training programs to educate relevant staff on VCC payment SOPs.
• Regularly monitor expenses to prevent discrepancies.
• Organized and planned operational activities to ensure efficiency and productivity.
• Review and negotiate contracts with hotels to secure favorable terms.
• Supervise and lead a team of travel consultant and operations staff and improve their GDS knowledge.
• Monitor the agents productivity by using the required data and report and share feedbacks on weekly basis.
• Developed strategies for process improvement, cost reduction and increased customer satisfaction.
• Monitored new employees, evaluated training programs and reported progress to supervisors.
• Assisted with interviewing and hiring of employee team members with appropriate skills.
• Handle highly escalated cases by using the GDS skills and resolve them with proper resolution.
• Share weekly/monthly report with Manager and discuss the improvement plan by sharing the scenario and use cases and implement new process to avoid escalation and customer complaints.

• Organized corporate travel arrangements, including air and ground transportation and hotel accommodations.
• Supervise and lead a team of travel consultant and operations staff.
• Provide guidance, GDS training, and support to team members.
• Establish and manage relationships with airlines, hotels, car rental agencies, travel agencies, and other travel-related vendors. Negotiate contracts and rates to secure cost-effective travel options.
• Negotiated contracts with vendors to obtain the best rates for flights, hotels and car rentals.
• Assisted in preparing detailed itineraries for business trips including all necessary documents.
• Address client inquiries, concerns, and complaints effectively and in a timely manner.
• Handles Business visa processing and helping the customer with the check list and documents requirements.
• Created reports on travel trends and costs analysis using spreadsheet software tools like Microsoft Excel.
• Handled travel arrangements for groups, couples, executives and special needs clients.
• Ensure that all travel services are delivered efficiently and effectively.
• Generating regular reports on travel operations performance, including financial reports, customer feedback, and key performance indicators

• Supervised ticketing staff, ensuring that customer service was of the highest quality.
• Monitored ticket sales and prepared reports for management review.
• Handles all Flight and Hotel bookings through GDS - Amadeus/Galileo.
• Maintained accurate records of all ticket sales transactions.
• Provided technical support to staff on ticketing system software.
• Processed refunds and exchanges in accordance with company policy.
• Trained new staff members on ticketing system processes and procedures.
• Handles multiple corporate clients and help them with Air tickets and Hotel accommodations.

• Handle corporate clients organized complex itineraries, including flights, transfers, hotels, car hire.
• Handle all client queries using GDS Galileo/Amadeus ticket issuance, reissuance and refunds.
• Created travel itineraries and made adjustments to meet client specifications.
• Developed and maintained relationships with key travel suppliers to secure the best deals for clients.
• Resolved customer complaints in a timely manner.
• Arrange for special requests, such as room preferences, dietary restrictions, and accessibility needs.
• Assist clients in obtaining necessary travel documents, such as visas, passports, and travel insurance.
• Offer expert advice on travel destinations, cultural norms, visa requirements, health precautions, and safety considerations.
• Compiled reports on customer feedback to improve service levels.

• Research destinations, accommodations, and activities to create customized travel itineraries that align with clients' interests and requirements.
• Make flight reservations, hotel bookings, rental car arrangements, and other travel-related reservations on behalf of clients.
• Handle all booking through GDS Amadeus/Galileo.
• Assist clients in obtaining necessary travel documents, such as visas, passports, and travel insurance.
• Offer expert advice on travel destinations, cultural norms, visa requirements, health precautions, and safety considerations
• Assist clients in resolving travel-related issues, such as flight delays, cancellations, lost luggage, or accommodation problems.
• Provide excellent customer service by addressing client inquiries, concerns, and requests promptly and professionally.

• Provide excellent customer service by addressing passenger questions and concerns.
• Assist customers in finding suitable flights based on their travel preferences, including destination, dates, times, and class of service and issue ticket through GDS.
• Calculate fares based on ticket class, passenger type (e.g., adult, child, infant), and any applicable discounts or promotions.
• Issue electronic or paper tickets to passengers after confirming their flight reservations.
• Handle booking changes, such as rebooking flights, changing travel dates, or upgrading seat classes, flights cancellation refunds etc.