We are seeking an experienced and driven General Manager to lead and grow a well-established, multi-location travel company. This is a leadership role suited for someone who has managed a staffed retail travel agency — not a one-person travel consultancy or influencer-style operation.
You will report directly to the private equity ownership group and be responsible for all aspects of operations, team leadership, customer experience, and expansion across Canada.
Key Responsibilities:
Lead and coach a 10+ person sales and service team, instilling a culture of exceptional customer experience.
Oversee all day-to-day operations and be available to assist with urgent customer issues (can be handled remotely).
Create and implement new processes to address customer pain points and streamline workflows.
Manage hiring, team development, and performance reviews to build a culture of accountability and pride.
Spearhead the planning and execution of new office openings across Canada.
Take full ownership of the profit and loss performance of the business.
Act as a strategic leader and mentor across a 25+ person organization.
Travel internationally as needed for destination research and vendor engagement.
Qualifications:
Minimum 5 years of senior management experience in a travel agency, hospitality group, or customer service-oriented business.
Proven success managing a team-based operation including recruitment, coaching, and performance oversight.
Strong customer service mindset with operational leadership and process improvement experience.
Excellent communication, leadership, and problem-solving skills.
Financial literacy with experience in managing budgets and KPIs.
Proficient with scheduling, CRM, or travel operations software (preferred).
Flexible availability including evenings, weekends, and peak travel periods.
Fluent in Cantonese or Mandarin (spoken and written).
Preferred Background:
Experience managing a staffed retail travel agency with a customer-facing office setup.
Track record of launching or scaling multi-location operations.