I. JOB DESCRIPTION
1. Job purpose
The FIT Tour Operator is responsible for the accurate end-to-end execution and control of Free Independent Traveller (FIT) operations — from booking confirmation through on-the-ground delivery to post-trip settlement. The role ensures every private service (guides, drivers, hotels, restaurants, and experiences) is correctly booked and verified ahead of arrival, travellers receive fully personalised documentation and support, and private guide and supplier relationships are maintained to secure quality and availability for small-scale, individually tailored journeys. The FIT Tour Operator is the operational backbone that turns confirmed FIT sales into flawless, highly personalised luxury experiences while protecting service quality, cost control, and the company's reputation.
2. Accountabilities / Main Responsibilities
- Execute and control all FIT operational bookings and maintain accurate, up-to-date records in the master file.
- Prepare and issue complete, personalised travel documentation to private guides and drivers, and manage all client-facing materials for each itinerary.
- Build and safeguard strong relationships with private guides, drivers, and boutique suppliers to guarantee service quality and availability for individual travellers.
- Provide proactive, real-time on-trip support to FIT travellers and resolve operational issues promptly.
- Deliver tailored, premium service to luxury FIT clients, honeymooners, and small private parties.
- Manage private guide and driver cash advances and ensure timely, accurate settlement of trip expenses.
- Uphold quality standards from booking to execution and drive continuous improvement from traveller feedback.
3. Responsibilities / Tasks
3.1 Booking Execution & Data Management
- Receive and process FIT bookings from the Sales team for all private services — private cars and drivers, private guides, restaurant reservations, boutique hotels, optional activities, entry tickets, train tickets, and other customised experiences.
- Input and maintain accurate, complete booking details in the master file for tracking and follow-up, at the individual traveller or party level.
- Review all bookings to ensure accuracy and completeness at least five (5) working days prior to customer arrival.
3.2 Travel Documentation & Client Materials
- Prepare and organise personalised travel documents for private guides and drivers, including day-by-day itineraries, e-vouchers, and briefing notes specific to each traveller's preferences.
- Communicate special requests, dietary needs, celebrations, or other personal notes to the line manager to ensure guides and drivers are thoroughly briefed.
- Prepare traveller-facing welcome materials (welcome letters, personalised itinerary booklets, emergency contact cards) to ensure a seamless, high-touch experience for every FIT client.
3.3 Private Guide, Driver & Supplier Coordination
- Build and maintain strong relationships with private guides, drivers, and boutique suppliers to secure service quality, availability, and long-term collaboration for FIT itineraries.
- Coordinate private guide and driver assignments matched to traveller profile, language needs, and interests.
- Arrange replacement guides or drivers promptly in the event of emergencies or last-minute changes.
3.4 On-Trip Support & Issue Resolution
- Provide timely, proactive support to private guides and travellers throughout the trip to ensure smooth execution and high service standards.
- Handle operational issues by coordinating with the Sales team and supervisor, proposing appropriate solutions or compensation to maintain customer satisfaction.
- Monitor trip progress daily for each traveller or party and report any issues or updates promptly.
3.5 Customer Experience & Quality Assurance
- Support the handling of customer feedback and complaints, ensuring timely resolution and sustained satisfaction throughout the trip.
- Conduct regular checks to ensure all aspects of the itinerary, from booking to execution, meet company quality standards.
- Gather feedback from private guides and travellers post-trip to identify opportunities for improvement.
3.6 Luxury FIT Client Servicing
- Tailor itineraries to the specific needs of luxury FIT travellers, couples, honeymooners, and small private parties, ensuring personalised, premium delivery from arrival to departure.
- Act as the dedicated point of contact for FIT clients throughout their journey, ensuring preferences are met and expectations exceeded.
- Proactively anticipate individual traveller needs (special occasions, accessibility, dietary restrictions) and adjust arrangements accordingly.
3.7 Expense Management
- Prepare and process cash advances for private guides and drivers.
- Ensure timely and accurate settlement of trip expense balances for each FIT itinerary.
3.8 Coordination & Reporting
- Coordinate with regional and branch operations teams to ensure smooth, seamless FIT operations across locations.
- Update booking status and maintain accurate operational records and reports.
4. Performance Standard
- 100% of FIT bookings reviewed and confirmed at least five (5) working days before customer arrival.
- ≥ 98% accuracy of booking data maintained in the master file.
- 100% of private guide and driver travel documents prepared, complete, and briefed before trip departure.
- Replacement guide or driver secured within [X] hours for emergencies or last-minute changes.
- ≥ 95% on-time settlement of trip expense balances and reconciliation of guide/driver cash advances.
- Operational issues acknowledged within [X] hours and resolved or escalated within agreed timelines.
- Customer satisfaction score ≥ [target], with complaints resolved within agreed service levels.
- Zero missed or unconfirmed private guide/driver assignments for scheduled trips.
5. Authority
- Communicate directly with private guides, drivers, and suppliers to arrange and confirm bookings within approved rates and budgets.
- Assign, reassign, and arrange emergency replacement guides or drivers.
- Issue cash advances to guides and drivers and approve routine trip expenses within delegated limits.
- Propose compensation or solutions for operational issues within delegated authority; escalate matters beyond threshold to the line manager.
- Request information, approvals, and clarifications from Sales and other departments to complete operational delivery.
II. REQUIREMENTS
1. Knowledge & Experience
- Diploma or Bachelor's degree in Tourism, Hospitality, Business Administration, Languages, or a related field.
- 1–2 years of experience in tour operations, a DMC, or travel operations; inbound tourism experience preferred.
- Familiarity with booking / tracking systems, master-file management, and supplier networks.
- Good English communication skills (written and spoken); an additional language is an advantage.
- Working knowledge of destination services, guide management, and tour logistics.
2. Skills & Competencies
- Excellent organisational and time-management skills with the ability to multitask under pressure.
- Strong problem-solving skills and sound judgement in fast-moving, on-tour situations.
- Strong communication and relationship-building skills with suppliers, guides, and customers.
- Numeracy and accuracy for cash-advance and expense management.
- Proficiency in MS Office / Google Workspace and booking / tracking tools.
3. Personal Attributes
- Service-oriented, proactive, and resourceful.
- Reliable, detail-driven, and accountable.
- Calm and composed under pressure and during urgent operational needs.
- Flexible with working hours — tours may run on weekends and holidays, with on-call availability for emergencies.
- Collaborative team player across regions and functions.
