Operations Manager – Hanoi Branch (Vietnamese Only)

PURPOSE OF THE POSITION
The Operations Manager (OM) will work with VA with the main tasks of overseeing and ensuring all tour operations are done smoothly with a professional and friendly way with high quality service. This is to be done in keeping with the mission, goals, objectives, values, policies and procedures of the company.
SCOPE
The OM reports to Hanoi Branch Manager (BM) with regarding to the daily operation of VA. Failure to provide these services in an efficient and effective manner will result in disruptions in the provision of services.

RESPONSIBILITIES

Managing of daily tour operation:

• Ensure booking system is up to date in accordance with VA guidelines, this includes all last minutes bookings and arrangements.
• Book in tour guides & drivers in a timely manner
• Make sure technical team/maintenance team are under planning and schedule to provide quality, clean & reliable bikes for tour operation
• Make sure the tour operating staff: tour guides, technical drivers & drivers prepare and operate tours under the required quality and ethic of VA. Ensure all guides and drivers follow VA procedures and standards.
• Proactively take part in quality check and follow up all action points.
• Advise management team about facilities, such as sights, restaurants and stops at each destination.
• Maintain effective business relationships with suppliers with regular cross check price and services to make sure the best price with the good quality services.
• Regular weekly meetings with BM to ensure that all weekly tasks are being completed and that the tour operation is running smoothly.
• Organise weekly schedule efficiently according to tour schedules/guests (must be flexible)
• Identify issues & potential issues with tours, stops, staff & deal with appropriately.
• Be responsible for one of the Hanoi hotline mobile numbers
• Liaising with hotels, tour service companies, restaurants and other clients.
• Assist the BM where necessary

Financial control:
• Update trip costing and ensure trips are running to budget and are profitable:
• Improve the quality of tours and our operations procedures, with a view to efficiency and practical tour auditing & pricing.
• Check all tour reports & see they are accurate re: costings & guidelines
• Oversee & analyse monthly reports with BM & Hanoi accounts dept. and ensure sent to Saigon accounts team promptly.

Other related tasks:
• Involved in product development/improvement in close cooperation with other line managers.
• Take part in supporting tours when needed for quality control, field experience and product development/improvement purposes.
• Assist in sale activities via telephone and direct sales at VA tour desk.
• Involvement in staff training & encourage development of staff
• Take part in local events promoting VA

- Knowledge:
• Good knowledge of local setting
• Have good network of tour guides and local human resources.
• Have a good knowledge of F&B management, and tour destination
• Practical experience in leisure and entertainment destination around Vietnam
• Practical experience of quality control of service and tour product
• Demonstrated drive and initiative.
• Practical experience in finance control
• Must have strong organizational, planning, analysing and monitoring skills.
• Positive attitude toward and willingness to continue on-the-job education and/or training.
• Good knowledge and skills in logistics
• Good command of English.

- Skills
• Good communication skill
• Good skill of organizing own workload, and of prioritizing and taking responsibility for that work.
• Good skill financial control and reporting.
• Good teamwork.
• Good time management and planning
• Good skill of composing own correspondence.
• Ability to work under pressure
• Good computer skills including use of the Internet, Microsoft Word, Excel,
• The ability to resolve problems quickly and effective and determining appropriate courses of action, which are then reported to the BM.
• Good interpersonal & people skills

-Personal Attributes
• Be honest and trustworthy.
• Be respectful and open.
• Possess cultural awareness and sensitivity.
• Be flexible.
• Demonstrate sound work ethics.
• Be proactive

- Social and health insurance
- Professional work environment
- Continued career development

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