Operations & Travel Experiences Manager

Operations & Travel Experiences Manager

Khiri Travel Vietnam

About Khiri Travel

A leading destination management company, Khiri Travel delivers creative and personalized itineraries with the highest standard of service to discerning tour operators worldwide; we hold ourselves accountable to the 4 Cs: Conservation, Community, Culture and Commerce. At Khiri Travel we have a clear Vision and Mission, and each employee is accountable for our Company values. Khiri's Vision and Mission.

Join a dynamic team

Creativity and a genuine passion for responsible travel are at the core of all we do at Khiri Travel. We're real specialists in each of our destinations, living up to our reputation, and sharing our passion for discovery. We love what we do and that shows in the team spirit. Dream destinations are our place of work, and we take it as our responsibility to care for and ensure they remain fabulous to visit for generations to come. We truly believe tourism can be a force for good.

OVERAL DEPARTMENTAL GOALS

Proactively lead and manage the Reservations, Operations, and Customer Service teams in each Vietnam branch office. Ensuring seamless service delivery to clients within Vietnam and for championing the adoption of the 4 Cs principles across all teams.

SPECIFIC PURPOSE AND SCOPE OF WORK

Customer Service

Responsible for specializing, dealing with and resolving issues between suppliers and clients in a thoughtful and diplomatic manner to ensure a positive result for all those involved. Communicating with clients by phone, email or other means, listening to clients concerns and providing on the spot solutions are part of the daily tasks of the Operations & Travel Experiences Manager. The final objective is to act as an interface between Khiri Travel, our agents, their clients and our field staff.

Operations

You will be responsible for the overall operations and general Vietnam business management. You must think strategically to drive the growth and success of the business, whilst being involved in the day to day operations. You will be responsible for handling requests both internally and externally for the booking and confirmation of services to our clients. You will proactively manage a small team for this purpose.

KEY LEADERSHIP COMPETENCIES FOR PEOPLE MANAGERS

Model the Way

Lead by example in behavior, attitude and performance

Give clear concise and timely feedback

Personally aligned with our values and philosophies

Effective Communication

Effective use of Basecamp, frequent and productive meetings and action plan with the team.

Ensure that information is shared with transparency in a way that inspires team members

Develop Experts

Develop a personal development plan for each team member

Coach and mentor team members

Conduct and support on ongoing training and development of team members

Empower team members to be accountable and responsible, through delegations and trainings

Recruit and train all new team members.

Create the right Environment

Create an environment where people feel supported, connected and empowered.

Demonstrate constructive conflict resolution skills to ensure a positive outcome for all.

Ability to create vision and obtain buy-in from the team.

. Promote lifelong learning and development.

Set & Drive Goals

Drive the business and team members to success using the vision and business plan as a guide.

Set goals / deadlines on a daily basis and work to achieve and exceed these goals.

Communicate daily with the team regarding individual and team targets.

Discipline

Set clear expectations and consequences with follow up.

Encourage and assist team members to solve their own problems.

Ensure that what is meant to happen in the business does happen.

One on ones with each team member for performance review and opportunity to provide fair, concise and timely feedback.

Reporting to: General Manager

KEY RESPONSIBILITIES:

Operations

• Proactively monitor the Operations and Customer Service departments, being able to quickly act if required to trouble-shoot issues.
• Direct oversight of all the requests for bookings/ reservations and confirmations with service providers.
• Actively manage the planning, scheduling, execution and monitoring of all unit tasks to ensure customer needs are met in a timely and satisfactory manner.
• Create updates and maintain reservations reference materials and procedures.
• Manage reviews and maintain forms and files containing key information and documents required prior to travel.
• Provide feedback on suppliers and service providers at regular intervals to Management.
• Work in close cooperation with all Khiri departments, branch offices and country offices.
• Oversee local guide recruitment, rostering, and manage and execute in conjunction with the General Manager, Branch Managers, and Sales Managers annual guide training nationally.
• Recruit, train, evaluate and provide ongoing development to maintain a highly qualified and motivated Operations & Customer Service team.
• Work with the Commercial Team on ad hoc projects including systems maintenance and development.

Customer Service

• Coordinate the Receiving and debriefing of tour leaders and guides.
• Ensure all files, paperwork and finances are correctly accounted for and handled on time.
• Make contact with clients at regular intervals during their programs with the team.
• Resolve proactively any complaints and answer any questions and concerns regarding services, procedures.
• Prepare daily, weekly, monthly team reports for call logs, client contact logs, overviews and performance, etc.
• Monitor and assign the emergency phone roster and participate in handling the emergency/after-hours system.
• Stay on top of market trends, service and product offerings and take initiative to introduce to management team for continuous customer service improvement

What we offer:

• Full time, 5 days a week, with flexible scheduling (office is open 6 days a week and open on public holidays)
• As Operations Manager dealing with our agents and clients across various time zones and local times you will be expected to manage your work outside of normal office hours as business needs warrant.
• Based at our Saigon office
• Professional leadership coaching through our sister company Naruna
• Regular in-destination travel as part of product updates
• Career advancement opportunities in the Khiri Travel DMC organization
• 12 holidays per year, 1 additional day for each year of employment to a maximum of 18 holidays per year
• Annual discretionary bonus
• Salary range 1000-1500 USD, negotiable depending on experience, 3 month probation period

Please send your CV and a cover letter to [Confidential Information], to the attention of Nicola Scaramuzzino, General Manager, Khiri Travel Vietnam