Buffalo Educational Travel (BET) Operation Executive

Reports directly to: BET Operation Team leader

To provide administrative and supervisory support to enable a high functioning, motivated BET team to cre-ate, sell and manage sustainable, community-based / educational tourism products, in Cambodia, Lao PDR, Thailand and Vietnam that achieve win-win-win.

win for communities = poverty reduction / job creation, natural & cultural preservation
win for clients = experiential learning, personal/professional growth & travel objectives met
win for company = profit, Corporate Social Innovation & reputation

To achieve win-win-win the BET Operation Executive will
1) present Buffalo Tours BET brand and sales strategy accurately and efficiently
2) ensure all bookings confirmed with customers and suppliers accurately and efficiently
3) be highly knowledgeable on BET projects, products, unique selling points (project management, facilitation, community network) and main purposes (win-win-win, transparency, inspiration).
4) be professionally competent to work independently in applying BET's unique selling points (project management, facilitation, community network)
5) be professionally competent to work independently in applying BET's three main purposes (win-win-win, transparency, inspiration)
6) be professionally competent to work independently in implementing BET's project and product criteria for new business development

JOB SPECIFICATIONS

Sales & Reservation
• Support Sales team with new business opportunities and enquiries in an accurate, appropriate and timely manner
• Ensure all bookings, passenger details, logistic information, internal notes and supplier notes updated on BRS in an accurate and timely manner
• Maintain thorough and up-to-date e-records for all bookings for easy access, filing and auditing purposes

Customer Service
• Provide timely and accurate information and excellent support to external customers (agents, suppliers and clients) as well as internal customers (BT offshore sales offices, operating offices, colleagues, tour leaders and guides)
• Resolve customer service issues to customer’s satisfaction with appropriate corrective and preventive measures
• Communicate timely and accurate information on BET projects (brief/work breakdown structure/evaluation) to enhance overall internal / external customer satisfaction

Follow up policies & ISO procedures
• Service all internal and external inquiries professionally and efficiently within 24 hours or according to business needs
• Follow approved policies and procedures

Cost management
• Ensure bookings run within budget
• Implement initiatives with objective of reduce Cost of Goods Sold and improve trip profitability

Self-management & staff management
• Suggest new or improved policies and processes to improve efficiency

Marketing
• Support agent familiarization trips to BET projects and products
• Assist program publicity materials by keeping accurate photo records of activities and projects

BET Project Management
• Plan, implement and evaluate BET projects and activities in accordance with BET Project Criteria and Project Cycle.
• Develop and maintain superior working relationship with partner communities, local agencies and authorities to facilitate BET project development and management
• Ensure financial accounts and records of BET HAN donations, village funds and community set up expenses are up-to-date and accurately recorded
• Be knowledgeable on BET projects and activities in accordance with BET Project Criteria and Project Cycle

Facilitation
• Accompany BET groups as required to develop and maintain superior working relationship with external customer leaders (teachers, supervisors, etc)
• Plan, conduct and assess educational activities that allow external customers achieve learning objectives (debrief, reflection, leadership, team work, simulation games, research, exploration).
• Plan, conduct and assess community-based activities that allow external customers to integrate with the host community / organization (song & dance night, cultural activities, discussions, Q&A, games).

Local NGO & Com-munity Networks
• Research, identify and develop products/relationships suitable to specific ETA markets and opportunities
• Represent Buffalo Tours ETA Team as key point-of-contact for local NGO & Community-based stakeholders (host communities, national tourism authorities, district authorities, etc.)
• Conduct local NGO & Community-based meetings and discussions (tourism activity planning and development)
• Accompany and facilitate ETA groups as required to maintain high degree of product knowledge and assess future opportunities

Knowledge
• Fluent in English
• Travel industry experience (2+ years preferred)
• Understand about the project region

Skills
• Sales skills
• First aid skills
• Good cross-cultural communication skills
• Good organizational skills
• Travel and outdoor activity safety knowledge and skills
• Computer skills including fluency in Microsoft Office

Attitude
• Passion for BET 's three main purposes: Win-Win-Win, Transparency, Inspiration.
• Able to work under pressure, juggle multiple tasks and outside office hours when required
• Able to work independently and with a team
• High attention to detail
• Able to travel frequently, often in uncomfortable rural/outdoor environment

Working condition
• Working at BT Hanoi office
• Work in rural/outdoor environment when required
• Annual leaven and sick leave according to the policy company specific
• Working Hours: Monday to Friday 8:30am to 5pm.
• Training courses with great career development opportunities
• Social club with monthly in/out office activities
• Annual staff party and team building days
• Summer vacation

- Attractive salary and bonus
- Health insurance and Social insurance regulated by Vietnam Labor Law
- Professional, dynamic working environment

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