Operations & Customer Service Coordinator - Hoi An Branch Office, Hoi An, Vietnam

Reports to: Travel Experience Manager & Country Manager
Overall Departmental Goals:
To ensure the highest attention to detail, administrative and reporting accuracy and complete and flexible support in ensuring all facets of a reservation are handled.

Specific Purpose and Scope of Work:
To accurately and in a timely manner receive, create and confirm booking requests for services required by Khiri Travel internal and external clients.

Base Office:
At the Khiri Travel Vietnam Hoi An branch office, Hoi An, Vietnam

Job Responsibilities:
• Make arrangements for transportation, tours, trains, ferries, recreational activities, etc. in Central Vietnam through Khiri Travel Reservation system (Jambix)
• Supervise all tasks in Hoi An office (Reservation, Operation & Accounting)
• Coordinate travel arrangements where necessary with other Khiri Branch and Country offices
• Revert proactively to the Sales team and to other Khiri departments deemed as necessary on the feasibility of trip requests
• Nurture excellent relations with local service providers, other Khiri entities, and with clients when necessary
• Actively seek for new suppliers in order to ensure the best services are booked
• Ensure that all information pertaining to a trip is provided to the client in a timely and professional manner
• Advise on weather conditions, restaurants, tourist attractions, local festivals, etc.
• Provide information on customs and immigration regulations, papers, passports, vaccinations, exchange rates, etc. to international travellers
• Administrative support: issue, gather and prepare all documents required such as tickets, vouchers as needed
• Brief tour leaders and guides on their upcoming trips, stressing clients’ expectations and clients’ special needs
• Make contact with clients at regular intervals during their programs
• Recruit and train tour guides and tour leaders when necessary
• Guide quality control by spot-checking them regularly
• Resolve proactively any complaints and answer any questions and concerns regarding services, procedures
• Ad hoc visits to inspect restaurants and hotels to evaluate the comfort, cleanliness, safety and customer satisfaction
• Manage the expenses of the Hoi An Branch
• Manage the performance of tour guides and drivers to ensure excellent service at all times
• Manage the overall quality of service delivery in Central Vietnam
• Ad hoc tasks as needed and requested by the Company

Qualifications, Skills & Experience
• Vietnamese national
• Aged 20‐35 years
• Bachelor degree or previous successful experience in Tourism or Hospitality is preferred
• Strategic thinker with a creative flair and an ability to generate/develop fresh ideas
• Excellent English communication skills
• Good organizational and time management skills
• Energetic and proactive
• Team player and able to work independently
• Able to work under pressure
• Attention to detail and a ‘hands-on’ attitude

Additional Requirements
• High level of interpersonal skills
• Manages and achieves all goals through efficient time management
• Meets deadlines
• A good measure of flexibility required.
• High accuracy and consistent excellent quality of work
• Willing to go the extra mile in order to deliver results
• Creative, Innovative, trustful, a champion of the triple bottom-line

- 13th month salary
- 12 days per year, 15 days after working 3 years at Khiri Travel
- Annual Company Trip

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