B2B Operations Executive

B2B Operations ExecutivePT SSR Travel Solutions – Bali, Indonesia DMC

Location

Mumbai, India

Department

B2B Operations

Employment Type

Full-Time

Reporting To

Operations Manager / General Manager

About PT SSR Travel Solutions

PT SSR Travel Solutions is the Indonesia-based DMC arm of SSR Travel Solutions, specializing in B2B travel services for international travel agents and tour operators.

We provide end-to-end destination management services in Bali and Indonesia, including hotels, transfers, tours, activities, transportation, MICE, luxury travel, and customized FIT/group arrangements.

We are looking for a B2B Operations Executive who can manage travel-agent bookings from confirmation through completion while ensuring smooth coordination between clients, hotels, suppliers, drivers, guides, and our internal teams.

Job Purpose

The B2B Operations Executive will be responsible for the day-to-day execution of confirmed B2B bookings, ensuring that every travel arrangement is accurately coordinated, documented, and delivered to the required service standard.

The role requires strong attention to detail, excellent communication, proactive problem-solving, and the ability to manage multiple bookings simultaneously.

Key Responsibilities1. B2B Booking & Operations Management

Handle confirmed bookings received from travel agents and B2B partners.

Review booking details, inclusions, exclusions, passenger information, travel dates, room requirements, transfers, tours, and special requests.

Ensure all services are booked and reconfirmed within the required timelines.

Coordinate end-to-end operations from booking confirmation until guest departure.

Maintain accurate booking records and operational status in the company's CRM/booking system.

Ensure every booking has the required documentation before arrival.

Hotel & Supplier Coordination

Coordinate with hotels, resorts, restaurants, activity providers, transport suppliers, guides, and other vendors.

Obtain and reconfirm hotel reservations, room types, meal plans, special requests, early check-in/late check-out, honeymoon arrangements, celebrations, and other guest requirements.

Negotiate or clarify operational requirements with suppliers where necessary.

Monitor supplier confirmations and immediately follow up on pending services.

Ensure contracted rates and agreed inclusions are correctly applied.

Transportation & Driver Coordination

Coordinate airport transfers, intercity transfers, sightseeing vehicles, and other transportation requirements.

Assign appropriate vehicles based on passenger count, luggage, itinerary, and service level.

Coordinate with drivers regarding pickup locations, timings, guest names, flight details, and itinerary.

Ensure driver and vehicle details are shared with the relevant internal teams and B2B partners within the required timeline.

Handle last-minute transportation changes and operational issues.

Guest & Travel Agent Support

Act as an operational point of contact for B2B travel agents for confirmed bookings.

Respond promptly to agent queries relating to operational arrangements.

Communicate changes, reconfirmations, amendments, and operational updates clearly.

Assist agents with special requests and last-minute requirements.

Maintain a professional and solution-oriented approach when handling complaints or service issues.

Voucher & Documentation

Ensure all necessary documents are prepared and accurate, including

Hotel vouchers

Transfer vouchers

Tour/activity confirmations

Driver details

Itineraries

Booking confirmations

Guest information sheets

Special request notes

Operational briefing documents

All documents must be checked carefully before being shared with the travel agent or guest.

Pre-Arrival & In-Destination Operations

Conduct pre-arrival checks for upcoming bookings.

Verify flight details and arrival/departure timings.

Ensure airport representatives, drivers, guides, and hotels have the latest information.

Monitor arrivals and departures.

Coordinate with the destination team to ensure smooth guest handling.

Track ongoing bookings and proactively identify potential issues before they affect the guest.

Amendments & Cancellations

Process booking amendments received from B2B partners.

Check amendment feasibility and applicable supplier charges.

Coordinate cancellation requests with hotels and suppliers.

Communicate cancellation policies, penalties, and applicable charges to the concerned team/agent.

Maintain a proper record of all amendments and cancellations.

Payments & Finance Coordination

Coordinate with the reservations/accounts team regarding payment status.

Monitor supplier payment deadlines and booking cut-off dates.

Ensure services are not left at risk due to pending payments or missed deadlines.

Share required payment or confirmation information with the finance team.

Assist with reconciliation of supplier invoices against confirmed bookings where required.

Quality Control

Verify that the services delivered match the confirmed itinerary.

Monitor guest feedback and operational complaints.

Record service issues and coordinate corrective action.

Identify recurring operational problems and recommend process improvements.

Maintain the company's expected service standards across all bookings.

Key Performance Indicators (KPIs)

The B2B Operations Executive will be evaluated on

Booking accuracy

Timely confirmation of services

Response time to B2B partners

On-time delivery of vouchers and operational documents

Supplier confirmation completion

Driver/transfer coordination accuracy

Number of operational errors

Guest complaint resolution

Successful handling of last-minute changes

CRM/booking-system accuracy

Supplier payment and cut-off compliance

Overall B2B partner satisfaction

Required Skills & QualificationsEducation & Experience

Bachelor's degree/diploma in Travel & Tourism, Hospitality, Business Administration, or a related field.

2–4 years of experience in DMC operations, tour operations,