Transport&Transfers; Desk Coordinator(Travel industry)

Key Accountabilities

• Manage end-to-end booking of ground transportation services for corporate clients, including airport transfers, hotel transfers, point-to-point transfers, and special requests.
  
• Ensure bookings are accurately recorded with correct dates, times, pick-up/drop-off locations, vehicle types, and passenger details.
  
• Coordinate amendments, cancellations, and last-minute changes efficiently to minimize disruption to client travel plans.
  
• Develop and maintain relationships with approved transport suppliers and vehicle operators to ensure service quality, availability, and cost-effectiveness.
  
• Monitor supplier performance, adherence to agreed service levels, and compliance with contracts and company policies.
  
• Maintain and update transport supplier records, rate cards, and agreements within internal systems.
  
• Serve as the first point of contact for clients regarding transport services, addressing inquiries, complaints, or service escalations promptly and professionally.
  
• Ensure clients receive accurate travel documentation, including transfer confirmations, itineraries, and vouchers.
  
• Liaise proactively with clients and internal teams to communicate delays, changes, or operational issues affecting transport arrangements.
  
• Coordinate with operations, hotel, and air ticketing teams to ensure seamless end-to-end travel experiences for clients.
  
• Monitor and track transfer schedules to ensure on-time execution of all services.
  
• Support emergency or after-hours transport requests in line with company policies and duty-of-care obligations.
  
•  Ensure all transport arrangements comply with corporate travel policies, client contracts, and applicable regulatory requirements.
  
• Maintain high standards of passenger safety and duty-of-care during all transport operations.
  
• Record and report incidents or deviations in service delivery and participate in corrective actions.
  
• Prepare regular reports on transport bookings, service performance, and supplier compliance.
  
• Identify opportunities to improve operational processes, optimize costs, and enhance client satisfaction.
  
• Participate in training, professional development, and process improvement initiatives.
  

Academic Qualifications and Experience Required

•  Diploma or Bachelor’s degree in Travel & Tourism Management, Hospitality Management, Business Administration, Logistics, or a related field.
  
• Professional certifications in Travel Management, Customer Service, or Transport Operations will be an added advantage.
  
• Familiarity with corporate travel booking systems or CRM platforms is desirable.
  
• Minimum of 2–3 years’ experience in corporate travel operations, transport coordination, or hospitality / ground transport management.
  
• Demonstrated experience in handling airport transfers, hotel transfers, and point-to-point transport arrangements.
  
• Experience liaising with transport suppliers, vehicle operators, and corporate clients.
  
• Proven track record in managing emergency or last-minute transport changes efficiently.
  
• Familiarity with corporate travel policies, SLAs, and duty-of-care obligations is highly preferred.
  
• Demonstrated ability to manage multiple tasks, communicate effectively, and deliver high-quality client service.
  
• Eagerness to learn and develop skills under the guidance of senior consultants.
  

Skills and Competencies Required

1. Technical & Operational Competencies

• Strong knowledge of ground transportation operations, airport transfers, hotel transfers, and point-to-point logistics.
  
•  Proficiency in corporate travel booking systems and CRM platforms.
  
• Understanding of corporate travel policies, SLAs, supplier contracts, and duty-of-care requirements.
  
• Ability to manage multiple transport requests simultaneously with accuracy and efficiency.
  
• Competence in reporting, record-keeping, and documentation for billing, vouchers, and compliance audits.
  

2. Client Service & Communication

• Excellent customer service orientation, with the ability to handle client inquiries and service escalations professionally.
  
• Strong verbal and written communication skills for clear interaction with clients, drivers, and suppliers.
  
• Ability to anticipate client needs and proactively resolve issues or delays.
  
• Strong relationship management skills with suppliers, drivers, and internal teams.
  

3. Organizational & Planning Skills

• Effective time management, prioritization, and multitasking abilities.
  
• Ability to work under pressure, including handling last-minute changes, flight delays, or emergency transfers.
  
• Strong problem-solving and decision-making capabilities in dynamic situations.
  
• Adherence to standard operating procedures (SOPs) and operational protocols.
  

4. Commercial & Analytical Competencies

• Cost-conscious approach with ability to identify value-for-money transport solutions.
  
• Ability to analyze transport data, monitor supplier performance, and identify efficiency improvements.
  
• Awareness of commercial terms, negotiated rates, and contract obligations.
  

5. Personal Attributes

• High degree of professionalism, integrity, and discretion.
  
• Team-oriented with ability to collaborate across departments.
  
• Flexible, adaptable, and willing to work extended hours during emergencies or peak travel periods.
  
• Strong attention to detail and accuracy in all operations.
  
• Professional and client-focused demeanor.
  
• Proactive mindset and eagerness to take initiative.
  
• Reliability, integrity, and a team-oriented attitude