Country Inbound Operation Manager

Country Operations Manager is in charge of the implementation of business measures in all operation offices, new guideline or strategies to improve the working environment and business processes of EXO Travel and delivers a great level of customer satisfaction. Country Operations Manager aims to strengthen client relationships and ensure the successful continuance of business operations. They provide feedback, training, and other team development exercises.

** Responsibilities:
• Supervise all operations planning and all operations implementation
• Keep oneself informed and updated about all operational aspects at all times
• Assist the operations team where and whenever needed.
• Communicate with sales consultants and provide advice (if needed).
• Prepare documentation for guides planning.
• Update operational planning.
• Supervise the reservations (transportations, restaurants, etc.) and confirm reservations back to the sales department.
• Be the emergency contact person for clients: listen and take the adequate solution in a timely manner. Inform the team about the problems and solutions.
• Collect the client surveys and make a weekly or monthly recap on the main comments and feedback to all sales departments and GM.
• Suggest improvements for the service if needed.
• Coordinating with the training function, key managers and other employees.
• Coaching staff, resolving conflicts within the business and improving processes
• Handling day-to-day issues and escalating non-standard problems.
• Resolving problems through researching and exploring potential answers and alternative solutions.
• Working with IT practitioners to identify technology solutions to support process optimization.
• Identify the training needs, and suggest a training plan if needed.
• Liaise with the other departments and EXO Travel sister offices.
• Maintain good working relations with clients and suppliers.

** Qualifications:
• College or Bachelor Degree in Hospitality, Tourism, Business or other related fields.
• Minimum of 5 years experience minimum in a similar role in tourism.
• Good command of both written and spoken English; other foreign language is a plus

** Skills:
• Rigorous, precise and perseverant.
• Excellent communication skills.
• Able to create and develop good communication with the suppliers and the team.
• High degree of customer-oriented service.
• Strong organizational skills, ability to work under pressure and prioritize tasks
• Leadership and ability to motivate and train staff.
• High standard of personal conduct and presentation.
• Good computer skills (Word, Excel, Outlook, Gmail). Tourplan knowledge is a plus.

- Under the company's regulations

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