Job Description – Branch Incharge (Thomas Cook India)
Positions - 2
Reports To - Cluster Manager/Deputy General Manager
Job Purpose/Description
The Branch Incharge is responsible for driving the overall business performance of the branch by managing sales, operations, customer service, and team productivity across all Thomas Cook India products and services, including Holidays, Foreign Exchange, Visa Services, Corporate Travel, Travel Insurance, Cruises, and Value-Added Services.
Key Responsibilities
1. Sales & Revenue Management
* Achieve branch revenue, profitability, and business growth targets.
* Drive sales across all Thomas Cook India products:
* Domestic & International Holiday Packages
* Group Tours (GIT) & Customized FIT Holidays
* Visa Assistance Services
* Travel Insurance
* Cruises
* Air Tickets and Hotel Bookings
* Develop local business through corporate tie-ups, educational institutions, SMEs, resident associations.
* Identify cross-selling and upselling opportunities to maximize customer value.
2. Branch Operations
* Oversee smooth day-to-day branch operations.
* Ensure compliance with company SOPs.
* Maintain branch records, audit readiness, documentation, and statutory compliance.
* Monitor inventory travel documents, marketing material, and branch assets.
3. Visa Services
* Guide customers on visa requirements and documentation.
* Ensure accurate and timely processing of visa applications.
* Coordinate with internal service delivery team.
4. Holidays & Leisure Travel
* Promote Thomas Cook’s domestic and international holiday products.
* Assist customers in selecting destinations based on budget and preferences.
* Coordinate with internal teams.
* Ensure seamless booking, documentation, and customer communication.
5. Customer Experience
* Deliver exceptional customer service throughout the customer journey.
* Resolve customer complaints and escalations promptly.
* Monitor customer feedback and improve branch service quality.
* Build long-term customer relationships to increase repeat and referral business.
6. Marketing & Business Development
* Execute local marketing initiatives to increase footfall.
* Develop partnerships with corporates, educational institutions, travel influencers, and local businesses.
* Participate in travel exhibitions, customer engagement events, and promotional campaigns.
* Generate new leads through digital and offline channels.
Qualifications
* Bachelor’s Degree in Business Administration, Tourism, Hospitality, Commerce, or a related field.
* IATA or Travel & Tourism certifications will be an added advantage.
Experience
* 5–8 years of experience in the Travel & Tourism industry with minimum 2–3 years of experience in a branch management or team leadership role.
Skills & Competencies
* Strong leadership and people management skills.
* Sales and business development expertise.
* Thorough knowledge of Visa, Holidays, and Corporate Travel operations.
* Excellent communication, negotiation, and customer relationship management skills.
* Strong analytical and problem-solving abilities.
* Proficiency in MS Office and branch management software.
Key Performance Indicators (KPIs)
* Branch Revenue Achievement
* Holiday Sales Conversion
* Customer Satisfaction (CSAT/NPS)
* Repeat Customer Ratio
* Audit & Compliance Score
Working Conditions
* Full-time position with six-day working.
* Flexibility to work during weekends, public holidays, and peak travel seasons.
* Occasional travel for training, cloent meetings, and business development activities.