Tour Operator Team Leader

Mô tả Công việc

I. Main tasks:

1. Manage and supervise the Tour Operator Division to ensure the operation of the Tour Operator Division in a consistent and effective way

- HR management :

+ Manage, review and supervise Tour Operator Senior/ Executives & Reservation Senior/ Executive

+ Evaluate staff performance of the Tour Operator Division included Reservation Division to propose the promotion/bonus to Office Manager

- Ensure all the procedures and processes are well implemented to satisfy, create a better procedure or amend existing procedure suitable with new concept/ changing of the company

- Manage arising cost on spot

2. Manage Tour Quality in the South Vietnam

- Review daily issue reports, client’s feedback, quality calls, provide support to the Tour Operator Executives and Tour Operator Seniors if needed

- Collect monthly issue reports from Tour Operator & Reservation staffs, analize, transfer them to concerning departments ( Contracting, Product, Sales, Operation Manager, Office Manager ), proactively identify and implement solutions to constantly find the way to improve service levels and performance

- Recheck the new programs carefully and inform the Sales Department or Reservation staffs in case of any unreasonable problems

3. Assign Tour Guide

- Handle tour guide booking

- Control tour guide’s quality

- Manage guide database & expand guide database

- Co-ordinate with Operation Manager & Office Manager to review tour guide salary

- Along with Office Manager to organize annual tour guide meeting in low season

4. Build a tour program, deliver profiles over to tour guides, monitor, supervise and solve problems arising during the tour

- Build a tour program and prepare tour guide materials: recheck all the services, add notes for the guide with special remarks concerning the profile of the traveler(s), prepare welcome gifts, sightseeing tickets, tourist registration forms, etc.

- Brief programs carefully to tour guide, pay attention to the unique selling points in comparison with the origin

- Make calls and deliver profiles over to tour guide prior to five days in low season and three days in high season

- Pre-check services to make sure all services are reserved before the client’s arrival

- Monitor, supervise and update information and situation of tourists through the tour guide

- Directly solve problems arising during the tour and report trouble to Operation Manager/ Office Manager in constantly for further support if needed. Taking responsibility of any problems arising and any additional costs.

2. Other tasks:

- Along with Operation Manager/ Office Manager to do HR planning for operation dept in Sai Gon office

- Along with Operation Manager/ Office Manager to do Operation budget operation dept in Sai Gon office

- Do inspection plan for Operation Dept

- Interview candidates for operation dept in Sai Gon office

- Oversee materials management and set schedule maintenance and upkeep of the facilities + properties of PHH under control of Office Manager and Accounting team (uniform, gifts, welcome board, water,...).

- Conduct inspection destination / service to update information to other department

- Consult and propose the external relationship expenses (lunar new year, independence day + labor day, ...) to Office Manager.

Yêu Cầu Công Việc

1. Skills & Attitudes

-   Fluent in [..English.] language

-     Good Strong knowledge of the Tourism field, Hotel and Tourism Management

-     Good leadership and management skills

-     Good analytical and problem-solving skills and strong decision-making skills

-     Good presentation skills

-     Strong communication & relationship building skills

-     Good negotiation skills

-     Self-motivated to learn new concepts and participate in new projects

-     Team work

-     Work under pressure

-     Be able to work overtime if needed

-   Customer focus

2. Education: Bachelor’s or Master’s in Hotel/Tourism/Foreign languages or other related fields

3. Experience: At least five years of experience in the tourism industry