Job Description: Tour Operator (Inbound Operations) – Katunayake

We are seeking a detail-oriented, dependable individual to join our inbound travel team as a Tour Operator based in Katunayake. This position is central to our operations, as it supports the planning, execution, and delivery of travel experiences for guests arriving in Sri Lanka.

The ideal candidate should have a solid understanding of inbound tourism logistics, supplier coordination, and customer handling. If you’re someone who works best when systems run smoothly and people receive clear communication, you may find this role a good match.

Position Summary:

As a Tour Operator in the inbound division, your core responsibility is to organize and manage all aspects of travel arrangements for international visitors. This includes coordinating transport, accommodation, excursions, guides, and other services that together form a travel package.

You will work closely with travel agents, hotels, transport providers, and internal sales staff to ensure that each itinerary runs without interruption. Accuracy, punctuality, and follow-through are essential to success in this role.

Key Responsibilities:

Handle incoming tour requests, prepare tailor-made itineraries, and send timely quotations based on client preferences and budgets.
Coordinate with local suppliers including hotels, transport providers, and excursion operators to confirm bookings and special requirements.
Manage daily operational logistics for arriving clients — including airport pickups, hotel check-ins, and special requests.
Maintain accurate records of bookings, confirmations, and payments using the company’s reservation and CRM systems.
Track tour progress once guests are in-country and address any issues that arise by coordinating with field staff and suppliers.
Liaise with sales teams and overseas agents to update itinerary changes or cancellations.
Ensure all services included in the itinerary are delivered as promised, documenting any discrepancies and resolving them in real time.
Monitor costs and supplier rates to ensure profitability of each tour package.
Prepare documentation such as vouchers, invoices, and welcome packs for clients.
Support post-tour evaluations by gathering guest feedback and compiling service reports.
Maintain communication with chauffeurs, tour guides, and ground handlers to ensure service standards are met.
Participate in emergency support rotations in case of after-hours client needs.
Keep up-to-date with destination knowledge, route changes, and local regulations impacting tourist movement.

Required Qualifications:

A diploma or higher qualification in Tourism Management, Business Administration, or a related field.
Minimum 1–2 years of experience in inbound tour operations or travel coordination.
Proficiency in spoken and written English; knowledge of other languages (especially German, French, or Japanese) is an asset.
Strong computer skills, particularly in Microsoft Excel, email correspondence, and online booking systems.
Good working knowledge of Sri Lanka’s geography, key attractions, travel infrastructure, and hotel sectors.

Preferred Attributes:

A calm, organized individual with an eye for detail.
Ability to communicate clearly and professionally over email, phone, and in person.
Comfortable managing multiple files at once without sacrificing accuracy.
Willingness to take responsibility when things go wrong and the patience to work toward practical solutions.
Familiarity with FIT (Free Independent Traveler) and Group Travel handling procedures.
Experience dealing with foreign travel agents and international clients.
A proactive approach to identifying logistical issues before they become problems.

Work Conditions:

Based at our Katunayake office, with standard working hours (8:30 AM to 5:30 PM), Monday through Friday.
May require availability on weekends or holidays during peak tourist seasons or emergencies.
Occasional site visits to hotels, airport, or client destinations may be required.
A standard office environment equipped with reservation and CRM systems.
Fast-paced during high season with multiple client files running simultaneously.
Work is primarily office-based, but responsive communication with field staff is required.

What We Expect From You:

Show up on time, fully prepared, and maintain accurate records for every booking.
Communicate promptly with agents, clients, and suppliers without needing constant reminders.
Own your assigned files and take full responsibility for tour delivery.
Be responsive to last-minute changes and ready to adjust logistics where necessary.
Maintain a professional tone in all communications—even under stress.
Learn from errors and be open to constructive feedback.
Prioritize guest satisfaction while protecting company interests.
Stay informed about local travel restrictions, seasonal changes, and supplier availability.

What You Can Expect From Us:

Training on our operating procedures, reservation systems, and supplier network.
A collaborative work environment where input is welcomed and valued.
A fair and timely salary, including EPF and ETF contributions.
Additional allowances or bonuses based on workload and performance.
Opportunities for promotion into senior operations or product development roles.
Respect for work-life balance during off-peak months.
Ongoing destination knowledge sessions and site inspection opportunities.

Who Should Apply:

This position is ideal for:

Candidates who already have hands-on experience in travel coordination or tour operations.
Individuals who live in or around Katunayake, or who can commute reliably.
Those who enjoy structured, detail-heavy tasks and have a strong follow-up ethic.
People who prefer behind-the-scenes roles in tourism over direct sales or guiding.
Team players who are willing to back up colleagues during busy periods or last-minute issues.
Applicants who are curious about the travel trade and willing to invest time in learning it deeply.

This is not a role for someone seeking a casual or loosely defined job. It involves responsibility and clear deliverables.

Application Process:

Please apply by sending the following to careers@[yourcompanyname].lk with the subject line “Tour Operator – Inbound Operations”:

A CV with updated contact details.
A short cover letter explaining your interest and relevant experience.
Any letters of recommendation or prior employment references (optional but helpful).
Include your expected salary range and notice period (if currently employed).

Only shortlisted candidates will be contacted. Initial interviews may be conducted over video or at our Katunayake office.

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Final Word:

Tour operations work is not glamorous, but it is important. It is the work that ensures that every guest experiences a seamless trip—regardless of weather, traffic, or unexpected changes. If you believe that good travel depends on careful planning, timely action, and responsible coordination, you may be the person we’re looking for.

If you’re ready to join a structured, purpose-driven team that values practical outcomes over slogans, we encourage you to apply today.