Vietnam Operations Manager

PURPOSE AND SCOPE OF ROLE
The purpose of the Vietnam Operations Manager role is to help manage and coordinate all aspects of Vietnam operations on behalf of TOI including the management/coordination of the Operations team members in Saigon, Hue & Hanoi.

RESPONSIBILITIES & TASKS
*Client and Relationship Management
• Monitoring the internal customer relationship process.
• Provide complaint handling for serious issues or when the client is still dissatisfied
• Monitor services for VIP clients
• Meet and greet agents on FAM trips, as requested, that visit TOI destinations.
• Report to agents on serious operational issues and implemented solutions.
• Develop and manage relationships with all service providers

*Operations
• Support to develop an annual plan for the Operations Department
• Coordinate with suppliers to provide agreed services to the required standard
• Monitor and ensure accuracy of bookings for restaurants, boats, vehicles, air tickets and tour guides
• Research, liaise and determine forecasted fees for services
• Monitor all itineraries develop by staff for accuracy
• Monitor that special requests have been actions
• Liaise with Regional Managers on any operational issues
• Monitor all TOI destinations in Vietnam to identify potential operational issues
• Manage & Coordinate the supplier database for Vietnam
• Handle emergencies from time to time if needed

*Reporting
• Provide monthly report on any operational issues to COO

*Continuous Improvement
• Identify areas for continual improvement across Operations
• Attend regular training courses / seminars / trade shows to keep up to date with the travel industry
• Keep others informed by sharing information

*Sales Management
• Manage the sales from tour desks or concierge at hotels (Intercontinental, Reverie and Park Hyatt Saigon, etc.. )

*People Management
• Monitor work allocation in Operations Department
• Regular meetings with direct reports
• Set clear goals and targets for Operations department in line with the business plan and cascade to team members
• Motivate and inspire the direct reports to achieve department goals
• Monitor performance of direct reports and address any issues
• Conduct bi-annual performance reviews for direct reports
• Decision making authority for the recruitment of department members and tour guides

*Project Management
• Develop direct reports
• Manage and monitor ad hoc projects as directed

*QUALIFICATIONS AND KNOWLEDGE
• Tertiary studies in Tourism, Hospitality, Economics or Business
• Certificate in Management
• Knowledge of tourism, geography, foreign cultures and TOI destinations

*EXPERIENCE
• Minimum 2 years management experience
• Minimum 6 years’ experience in travel industry
• Extensive personal travel within the region

*SKILLS
• Excellent - Written and spoken English
• Excellent – Planning skills
• Good - MS Office (Excel, Word, PowerPoint etc.)
• Good - Tour-plan
Basic – Accounting

*COMPETENCY
Managing Performance
Learning and Development
Teamwork
Commitment
Planning and Organizing
Continuous Improvement
Problem Solving and Decision Making
Customer Focus
Influencing
Communicating

*SPECIAL REQUIREMENTS
• Flexibility to work overtime
• On-call 24-hours
• Ability to work under pressure
• Extensive overseas travel

- Attractive salary and bonus
- Social insurance, health insurance, unemployment insurance according to Labor Laws
- Good chance to study and develop career path stably

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