VIETNAM Operations Manager

* PURPOSE AND SCOPE OF ROLE
The purpose of the Operations Manager role is to manage all aspects of operations on behalf of TOI including the management of the Operations / Customer Care team members.

* RESPONSIBILITIES & TASKS
1. Client and Relationship Management
• Manage the customer service staff
• Monitoring the internal customer relationship process.
• Provide complaint handling for serious issues or when the client is still dissatisfied
• Monitor services for VIP clients
• Monitor or conduct courtesy calls to clients
• Meet and greet agents on FAM trips, as required, that visit TOI destinations.
• Report to agents on serious operational issues and implemented solutions.
• Develop and manage relationships with all service providers
2. Operations
• 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 to identify potential operational issues
• Manage the supplier database
• Handle the 24hr emergency phone and handle emergencies
3. Reporting
• Provide weekly report on VIP client visits, major incidents, actions for improvement and any Operations issues to senior management
• Provide monthly report on any operational issues to senior management
4. 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
5. Sales Management
• Manage the sales from tour desks or concierge at hotels (Intercontinental, Reverie and Park Hyatt Saigon..etc.. )
6. People Management
• Monitor work allocation in Operations
• 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
• Develop direct reports
7. Project Management
• 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 5 years management experience
• Minimum 5 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.)


* SPECIAL REQUIREMENTS (if any)
• 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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