Operations Manager
Job Description: Tours Product Manager
Position: Tours Product Manager
Department: Product Development & Operations
Job Summary
The Tours Product Manager will be responsible for developing new tour products, maintaining and improving existing itineraries, ensuring accurate alignment between tour inclusions and day-by-day itineraries, managing pricing updates, coordinating with suppliers, and training tour sales agents.
The role requires a strong understanding of travel destinations, tour planning, supplier coordination, costing, and product presentation to ensure our tours remain competitive, commercially viable, operationally feasible, and aligned with customer expectations.
Key Responsibilities
1. New Product Development
Research and develop new tour packages based on market demand, customer preferences, seasonal opportunities, and business objectives.
Design day-by-day itineraries, including accommodation, transportation, sightseeing, activities, local experiences, and meals where applicable.
Identify suitable hotels, local operating suppliers, guides, transport providers, and experience partners.
Ensure new products offer a compelling travel experience while meeting the company's quality standards and target customer profile.
Coordinate with relevant teams to launch new products across sales channels and online platforms.
2. Existing Product Updates & Improvements
Regularly review existing tours to identify opportunities for improvement, enhanced experiences, and better value.
Update itineraries to reflect changes in attractions, operating schedules, transportation arrangements, hotel availability, and supplier services.
Ensure all inclusions accurately correspond with the day-by-day itinerary and that no promised service is missing or incorrectly represented.
Identify and correct discrepancies between itineraries, inclusions, exclusions, hotel details, activity descriptions, and operational arrangements.
Incorporate customer feedback, sales team inputs, supplier recommendations, and operational learnings into product improvements.
Maintain consistency and accuracy across all published product information.
3. Product Pricing & Cost Management
Review and update tour pricing when due, when supplier rates change, or when market conditions require adjustments.
Obtain updated rates from suppliers and revise costing sheets accordingly.
Ensure pricing reflects accommodation, transportation, guides, activities, meals, transfers, taxes, applicable fees, and other relevant costs.
Verify selling prices, margins, commissions, supplements, seasonal variations, and single-room supplements.
Identify cost-saving opportunities without compromising the quality of the travel experience.
Ensure revised pricing is communicated to the relevant teams and updated across applicable sales platforms.
4. Supplier Management
Develop and maintain professional relationships with hotels, destination management companies, transport providers, guides, activity operators, and other suppliers.
Request quotations, negotiate rates, confirm service inclusions, and review supplier terms and conditions.
Maintain updated supplier contracts, rate sheets, service details, cancellation policies, and seasonal pricing.
Evaluate supplier performance in terms of service quality, reliability, responsiveness, pricing, and customer feedback.
Coordinate with operational teams to resolve product-related supplier issues and implement necessary changes.
Identify alternative suppliers where required to improve product quality, availability, or commercial viability.
5. Tour Sales Agent Training & Support
Train tour sales agents on product itineraries, inclusions, exclusions, accommodation standards, transportation, activities, and destination highlights.
Ensure sales agents understand the key selling points, unique experiences, target customers, and competitive advantages of each tour.
Explain pricing structures, optional activities, supplements, seasonal variations, and booking conditions.
Provide product updates and communicate changes promptly to the sales team.
Support sales agents with product-related queries, itinerary customisation, and destination-specific information.
Prepare and maintain product training materials, FAQs, sales guides, and reference documents.
6. Product Content & Quality Control
Ensure tour descriptions, day-wise itineraries, inclusions, exclusions, hotel categories, and other published details are accurate and professionally presented.
Review product listings across the company's website, online travel platforms, and other sales channels.
Maintain organised and up-to-date product documentation, costing sheets, supplier records, and revision histories.
Conduct regular product audits to identify outdated information, inconsistencies, and opportunities for improvement.
Key Skills & Competencies
Strong knowledge of tour planning, itinerary development, and destination research.
Experience in costing, pricing, and supplier rate negotiations.
Excellent organisational skills and attention to detail.
Strong written and verbal communication skills.
Ability to analyse customer feedback, sales performance, and market trends.
Proficiency in Microsoft Excel and other relevant product management tools.
Ability to coordinate effectively with sales, operations, contracting, and supplier teams.
A commercially minded approach with a strong focus on product quality and customer satisfaction.
Key Performance Indicators (KPIs)
Timely development and launch of new tour products.
Accuracy and consistency of itineraries, inclusions, and published product information.
Timely completion of scheduled pricing reviews and supplier rate updates.
Maintenance of targeted product margins and identification of cost efficiencies.
Supplier performance, rate competitiveness, and service reliability.
Completion and effectiveness of tour sales agent training.
Reduction in product-related errors, customer complaints, and operational discrepancies.
Improvement in product conversion, sales performance, and customer feedback.
Experience & Qualifications
Previous experience in tour product development, travel operations, contracting, or destination management.
Practical knowledge of itinerary planning, supplier coordination, and tour costing.
Experience working with international tour products and online travel sales platforms is preferred.
Strong Excel and documentation skills.
A degree or diploma in Travel & Tourism, Hospitality, Business Management, or a related field is desirable.
Overall Objective: To ensure the company's tour portfolio remains accurate, competitive, commercially sustainable, operationally deliverable, and easy for sales agents to understand and sell.
Renumeration 50k - 75k depending on the experience & potential of the candidate