Operations & Travel Experiences Manager

I/ Specific Purpose and Scope of Work
- Customer Service: Responsible for specialising, dealing with and resolving issues between suppliers and clients in a thoughtful and diplomatic manner to ensure a positive result for all those involved. Communicating with clients by phone, email or other means, listening to client's concerns and providing on the spot solutions are part of the daily tasks of the Travel Experiences Manager. The final objective is to act as an interface between Khiri Travel, our agents, their clients and our field staff.
- Operations: You will be responsible for the overall operations and general Vietnam business management. You must think strategically to drive the growth and success of the business, whilst being involved in the day to day operations. You will be responsible for handling requests both internally and externally for the booking and confirmation of services to our clients. Proactively manage a small team for this purpose.
II/ Key Responsibilities:
*Operations:
- Proactively monitor the Operations and Customer Service departments, being able to quickly act if required to trouble-shoot issues.
- Direct oversight of all the requests for bookings/ reservations and confirmations with service providers.
- Actively manage the planning, scheduling, execution and monitoring of all unit tasks to ensure customer needs are met in a timely and satisfactory manner.
- Create updates and maintain reservations reference materials and procedures.
- Manage reviews and maintain forms and files containing key information and documents required prior to travel.
- Provide feedback on suppliers and service providers at regular intervals to Management.
- Work in close cooperation with all Khiri departments, branch offices and country offices.
- Oversee local guide recruitment, rostering, and manage and execute in conjunction with the General Manager, Branch Managers, and Sales Managers annual guide training nationally.
- Recruit, train, evaluate and provide ongoing development to maintain a highly qualified and motivated Operations & Customer Service team.
- Work with the Commercial Team on adhoc projects including systems maintenance and development.
**Customer Service:
- Coordinate the Receiving and debriefing of tour leaders and guides.
- Ensure all files, paperwork and finances are correctly accounted for.
- Make contact with clients at regular intervals during their programs with the team.
- Resolve proactively any complaints and answer any questions and concerns regarding services, procedures.
- Prepare daily, weekly, monthly team reports on various sections of the team for incoming revenue, call logs, client contact logs, overviews and performance, etc.
- Monitor and assign the emergency phone roster and participate in handling the emergency/after-hours system.