Operations Officer

About this role

Job Summary:
To manage the daily operations for inbound tours into destination. To be responsible for checking all files created by reservations staff, booking guides and transportation and ensuring that all aspects of every tour are handled correctly and on a rotation basis. 

(Based in Penang – Applicants must have the legal right to work in Malaysia)

Operations, Guides & Drivers

• Book services with suppliers for  – Activities, Restaurants, Vehicles
• Check and assign jobs to tour guides, vehicles suppliers, drivers etc. Take note of any special request before assignment and client requirement
• Get in touch with suppliers to find out driver’s, vehicles details at least 2 days before & for weekend assignments.
• Update & maintain guide lists, their fees, restaurant menu, cost, entrance fees & other misc cost.
• Brief guides in detail for each booking.
• Coordinate with the airport rep to be sure that every necessary welcome note is delivered to the clients upon arrival
• Provide feedback and coach: guides, vehicle, and suppliers to minimize complaints
• Attend scheduled meeting with Operations Team
• Communicate with Inbound Teams to ensure smooth Operations and Reservations.
• Ensure Drivers and Guides are aware of EXO standards and performing them at all times
• Support yearly guide training organization 

Suppliers

• Inspect new suppliers as per schedule with Product Team
• Maintain and develop a good partnership and relationship with all kinds of suppliers and solve problem with suppliers if any.
• Source new suppliers where needed, and keep informed about new options

Tourplan

• Manage Tour Plan System for Job Order to guides and drivers
• Manage Tour Plan System for Cash Advance Report for tour guides
• Manage Tour Plan System for Guide Fee Report of tour guides
• Provide feedback to Inbound Supervisor/Manager on errors in bookings in Tourplan

Qualification:

• At least 2-3 years of experience in operations role, preferably in the travel or hospitality industry
• Strong organisational and time management skills, with the ability to prioritise tasks and work under pressure
• Excellent communication and interpersonal skills, with a professional and customer-focused approach
• Proficient in using Microsoft Office suite (Word, Excel, PowerPoint) and other relevant software
• A proactive and adaptable mindset, with a willingness to learn and take on new challenges
• Fluency in English and Bahasa Malaysia, with foreign language skills an advantage