This position supports the Inbound department to carry out all tour services in timely and cost effective manner to Wow! our guests.
role and responsibilities
Operations and Guide:
Assign tour guides basis tour and client requirement. Take note of any special request before assignment.
Prepare all programs and documents needed and share with guide/s to take care of guests/group.
Check carefully that all programs planned are confirmed and ensure the reservations made match the programs.
Pre-check services to make sure all services are reserved before client's arrival.
Brief to guides so that tour guides can know and understand clearly about their duty and tour requirements.
Execute and control the tour bookings after handing over by Inbound and Sales Department and reserve services for tours including transportation, guides, restaurants, ticketing and other tour-related services to ensure the tours run smoothly.
Communicate with tour guides to follow up the progress of the tours and resolve problems that may occur during tours, notify department manager as soon as possible.
Handle and reply to any comments or complaints after discussing with the manager (if any).
Inform quickly the Department Manager in case of big problems, allowing a suitable solution.
Communicate with sales and reservation and provide advice (if needed) and assist sales or reservation staff on any question with the products.
Assist with changes to travel arrangements and booking where required.
Use EXO’s standard operating procedures for execution.
Assist accounting department with regard to payment matters.
Manage department activities when department manager is absent.
Assist department manager in managing good operations of the department, ensure good working atmosphere.
Keep oneself informed about all tourism-related issues in destination.
Contact with suppliers:
Maintain and develop a good partnership and relationship with all kinds of suppliers and solve any problems with suppliers.
Work closely with management and colleagues
Liaise with guides and suppliers
Diploma or higher in tourism or related field
1-3 years’ experience in operations management at a Travel company
Good command on both written and spoken English; other foreign language is a plus
Hands-on experience with the ability to work as part of a team
Excellent communication skills; able to create and develop good communication with the suppliers and the team
High degree of customer-orientation
Strong organizational skills, ability to work under pressure and prioritize tasks
High standard of personal conduct and presentation
Good computer skills (MS Office and travel software)
Note: This job description is not intended to be all inclusive. You may perform other duties as negotiated to meet the ongoing needs of the organisation.