Operations Assistant

OUR COMPANY
Thien Minh Group (TMG) is a leading travel & hospitality business within Asia and Europe offering 4 different pillars within travel; DMC, Hotels and cruises - we own 11 hotels and 7 river and sea boats with plans to expand our assets as we move into these new markets; Airlines, we own 3 seaplanes that operate in our homeland Vietnam; Online - as one of Vietnam's most successful Online travel Agents, we are industry leaders in technology, developed inhouse.
Vivu Journeys is one of the brands owned by TMG. We are a Destination Management Company (DMC) operating in the UK, Ireland, Portugal, Spain, Vietnam, Laos, Thailand and Cambodia and have plans to expand globally.
Vivu Journeys works as a business to business (B2B) partner of tour operators and travel companies around the world, as their trusted partner in the countries we operate in, we create, book and operate touring holidays on their behalf. We work with accommodation, experiences, food and beverage sup-pliers, transportation companies and tour guides to create tours and holidays.
POSITION PURPOSE
The Operations Executive works within the operations team and other departments for consistent implementation of reservations and operations process in the UK and Ireland. This position will provide outstanding customer service and ensure the bookings of all services are confirmed and operated with suppliers' accurately and efficiently, to an agreed time limit. This role is an essential link between the sales and operations departments. An eye for detail and an atten-tive client-driven nature is necessary.
*Please note this role is based in our head office in Hanoi but will work on UK and Ireland business hours.
MAJOR TASKS
Operations
• Book and fulfil all components of tours (Both FIT and GIT)
• Plan tours with great detail including hour by hour timings
• Liaise with customers sales teams to communicate final tour documentation and any short notice changes prior to departure on during guests travel
• Develop and maintain outstanding ViVu Journeys customer service standards
• Share of duty on the out of hours phone line (hotline)
• Service all internal and external inquiries professionally and efficiently within 24 hours or according to business needs
• Resolve customer service issues to customer's satisfaction with appropriate corrective and preventive measures
• Control quality of trips (target rating from passenger feedback and other monitoring system), regularly conduct quality controls (on spot, mystery checks, mystery guests, feedback forms)
Procedures/Process
• Ensure ViVu Journeys ISO compliance across all aspect of operations