• Manage and execute the Company Standard Operation Procedure
• Manage and control operations throughout your region of responsibility
• Overall management and assignment of transportation, tour guides, restaurants, ticketing, boat and other services in connection with all bookings operated in the region
• In accordance with company policy, ensure the correct preparation and dispatch of travel documents including but not limited to welcome kit folders, signboard, uniform etc. within branding guidelines
• Oversee and support guest related matters, ensuring customer satisfaction whilst remaining professional and courteous at all times
• Identify and resolve issues and create processes and procedures to ensure long term solutions are implemented
• Provide and support customer service either by phone or face to face when necessary
• Supplier relationship management, commercially grow existing partnerships, ensuring the best rates are obtained whilst maintaining the high level of service Company is renowned for
• To supervise and ensure enforcement of Health and Safety and ‘due diligence’ issues caused by all 3rd Party Suppliers
• Monitor and report on competitor activities delivering regular updates to the management team
• Create and deliver in coordination with the management team, annual training sessions for existing guides and recruitment of new tour guides which adhere to and meet with the company guide manual
• Ability to build and manage a small team of direct report, annual leave, holidays, standby, attendance list, yearly appraisal your team.
• responsible for the 24-hour emergency phone (on rotation) and follow through with a service issue or complaint from beginning to end ensuring the management team and relevant staff are well informed throughout the process. The ideal candidate will have a good understanding of the travel industry, a genuine passion for their work, and will be commercially minded. As a service business, a strong interpersonal skills are a must.

Qualification

• You are customer-focused, detail orientated and driven to please.
• You enjoy problem-solving, can think quickly on the spot to find solutions which minimize additional financial outlay and save time and logistically make sense without.
• You are capable to operational processes including supplier relations and where strong negotiation skills are a must, ensuring consistent delivery of the high standards that Company is known for.
• You will communicate with a high level of written and verbal English skills, present well, meet and greet clients and agents, and professionally liaise with guides and suppliers.