Senior Operations Executive (Inbound Travel - Hanoi Office Base)

Creativity and a genuine passion for travel are at the core of what we do at JD Tours. We're specialists in Vietnam and like to share our passion for the region. This is the bedrock of what we do and is reflected in our team spirit!
Job Description
The SENIOR Operations Executive is part of the Operations Department at JD Tours. At the core of our work is making our clients fall in love with our efficiency, organization, and punctuality and going above and beyond to ensure clients have the best experience on the ground while in Vietnam. The Senior Operations Executive has an excellent relationship with our local partners in Vietnam, great negotiation skill and can work independently to ensure itineraries are operated correctly.
Key Responsibilities:
● Reserve services from suppliers for each booking and (vehicle/tour experience/guide/restaurant)
● Communicate with Inbound Teams to ensure smooth Operations and Reservation
● Solve on the ground issues as well as customer service and raise up to Manager with solutions
● Brief tour guides or 3rd suppliers in detail for each booking (leisure & group series)
● Manage internal system for job assignments to guides and drivers
● Provide feedback and coaching to guides, drivers, and suppliers to minimize complaints and support continuous improvement.
● Manage Guides' KPIs by using the Customer Satisfaction Surveys
● Support Line Manager in recruiting and training guides
● Inspect new suppliers to understand tour experience and report in coordination with Product Team
● Together with the Manager, coordinate annual guide training
● Get on road sometimes along with guide and clients to monitor service quality
● Maintain relationships with suppliers and show good negotiation skills if necessary