To manage the daily operations for German inbound tours into destination, and be responsible for checking all files created by reservation staff, booking guides and transportation and ensuring that all aspects of every tour is handled correctly and on a rotation basis.
role and responsibilities
Operations and Guide
Received tours program and assign tour guides how can they will be suitable for each tour. Take note any special request to assign best guide accordingly.
Prepare all programs and documents need belongs to guides to take care of clients/group.
Check carefully all program has been confirmed, make all the reserved services match with the programs.
Pre-checking services to make sure all services are reserved before client's arrival
Briefing to guides so that they can know and understand clearly about their duty and tour requirements.
Execute and control of bookings of tour from Reservation and Sales Department as well as reserve services for tour including transportation, guides, restaurants, ticketing and other tour-related services to ensure that tours run smoothly.
Communicate with tour guides to follow up the progress of the tours and resolve problems occurred during tours and notify department manager.
Inform quickly Manager in case of real problems, proposing a suitable solution. Handle and reply to any comments or complaints after discussing with the manager.
Build a trust and good connection with tour guides. Review, hire and train new tour guides.
Book and update flight cost for guide according to guide assignment
Update service cost and service status (for guide & entrance fees) in Tourplan before guest’s arrival and per accounting’s requirement.
Understand EXO Responsible Travel policy, Wildlife Code of Conduct, ChildSafe policy and Ethical code
Ensure implementation and improvement of our most responsible initiatives - such as refillable bottles
Cooperate with suppliers to inform them about our responsible tourism commitments and requirements
Follow up with the distribution of our Tips for responsible travelers booklet
Customer Care Core Responsibilities
Handle hotline and customer services for German market
Call clients when they arrive each destination and before they leave (Long trip) and update agent
Main contact to communicate with clients in case of trouble and coordinate with the person in charge to solve the problem
Review arrival package for Lux/ VIP groups to ensure a nice delivery to clients when there is small change)
Identify and assess clients’ needs to achieve satisfaction
Build sustainable relationships and trust with clients through open and interactive communication
Inform any issue on the ground to sales person and reservation (cc IB Manager) who are in charge of the booking for a report to agent on time and a reasonable solution (in some special cases)
Report in time any issues need to be discussed with German IB Manager.
Investigate and provide statement (from suppliers and guide) for any complaint received after guest departure
Update weekly operation report and send to all team members every Tuesdays.
Review/analyse operation issues (internal & external) and send a quarterly report to German IB Manager with solution if any
Build good communication with tour guide, sales & reservation teams.
Bachelor Degree in Hospitality, Tourism, Business or other related fields.
Good command of German, both in speaking and writing. Other language is a plus.
Good computer skills (Microsoft Office: Word, Excel, PowerPoint…).
Have excellent communication skills both verbal and written, ability to build strong relationships with guides and suppliers
Good skills of handling and solving problem
Strong customer service focus
Responsible and self-motivation, ability to work under pressure
Proactive, team spirit and good organisational skills
A passion for travel, good knowledge of tourism destinations
Strong attention to details
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.