Tour Operator

Reports to: Tour Operator Team Leader
SCOPE OF THE ROLE:
- Role service scope: Easia Travel Group in Vietnam
- Strategic or operational level: Individual Contributor
PRIMARY OBJECTIVES
- Build a tour program and prepare tour guide materials to meet travelers expectations and satisfy travelers demands
- Solve all the trouble arising, including by taking responsibility to change the program and by adding additional costs
MAJOR ACCOUNTABILITY / DUTIES
1. Main tasks
Compile and recheck all information received
- Recheck the new programs carefully and inform the Sales Department or Reservation staffs in case of any unreasonable problems
- Ensure that all the needs of the clients are met (request a confirmation from the Sales department to guarantee that all the received information is correct)
Conduct the operating program
- 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.
Deliver profiles over to tour guides
- 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
Monitor, supervise and solve problems arising during the tour
- 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 take responsibility of any problems arising and any additional costs
- Update the issues in the issue reports and transfer them to the Quality Control Department
2. Other tasks
- Handle the cases which need changing due to storms, floods, etc.
- Update information about the sightseeing fares, opening and closing times of tourist spots
- Conduct inspection destination / service to update information to other department
- Conduct research to extend guide database by finding possible guide suppliers
- Conduct meeting with guides: review the salary of guides and the payment facilities every year
JOB COMMUNICATION
1. Reports
- Inspection report
- Issue report
- Tour operator monthly report
2. Internal communication
- Communicate with Executives / Seniors of the following departments in Vietnam:
+ Sales Department
+ Accounting Department
+ Contracting Department
+ Production Department
+ Quality control Department
+ Internal control Department
- Communicate with Operation Departments in other destinations (Laos, Cambodia, Myanmar, Thailand)
3. External communication
- Freelance tour guides
- Travelers on spot