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.