Senior Operations Executive

About this role

This is a fast-paced role suitable for candidates who have a high level of attention to detail. Through a number of responsibilities, you will help to ensure that our operations in Malaysia are done smoothly, that suppliers reach the standards that we require, that tour guides are adequately equipped to conduct tours smoothly and that customers are handled with care.

OPERATIONS & GUIDE & DRIVER

• Book services with suppliers for activities, Restaurants, Vehicles and assist in sourcing new option
• 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.
• Assist the Ops Manager to ensure that the guides list is constantly updated with their fees
• Assist the Ops Manager to ensure that the attraction entrance fee list is constantly updated.
• Assist the Ops Manager to brief guides in detail for each booking.
• Assist the Ops Manager to ensure that every welcome note is delivered to the airport rep according to the arrival schedule
• Provide feedback and coach: guides, vehicle, and suppliers to minimize complaints
• Attend scheduled meeting with Operations Team and remote
• Communicate with Inbound Teams to ensure smooth Operations and Reservation.
• Ensure Drivers and Guides are aware of EXO standards and performing them at all times
• Assist the Ops Manager to develop inter-department and intra-department SOP, sharing the best practices among offices
• Assist the Ops Manager to supervise the rest of the team and run KL operations office
• Assist the Ops Manager to double-check the assignment
• Assist the OPS Manager to organize guides training and ensure every guide is properly briefed about each assignment

SUPPLIERS

• Inspect new suppliers as per schedule with Product Team and ensure SLA compliance
• Maintain and develop a good partnership and relationship with all kinds of suppliers and solve problems with suppliers if any.
• Source new suppliers where needed, and keep informed about new options
• negotiate the best contract rates on a yearly basis and FOC for inspection/fam trips

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

CASH & ACCOUNTS

• Submit Cash Advance and Guide Fee Request to Manager for the approval
• Assist accounting department with regards to payment matters if necessary

COMPLAINTS RESOLUTION

• Hold EXO KUL 24/7 emergency number on roaster rotation basis in coordination with your KUL Ops colleagues and ensure you are reachable when on duty
• Communicate with tour guides to follow up the progress of the tours and resolve problems that may occur during tours, notify the department manager as soon as possible.
• Inform/report immediately the Department Manager/GM in case of big problems, allowing a suitable solution
   

• At least 2 years of experience in operational ground-handling Operations 
• Proven experience of hotline/emergency line handling
• Good command of the English language (written and spoken)
• Knowledge of Tour Plan would be a plus