Operations Executive – Job Description
Location: Hanoi, Vietnam
Work Mode: On-site
Working Days: Monday to Saturday (Saturday half-day)
Job Summary
The Operations Executive is responsible for coordinating tour operations, ensuring all bookings and services are accurately arranged, and delivering excellent customer support throughout the guest journey. The role requires close coordination with internal teams, guides, drivers, and vendors to ensure smooth tour execution and high customer satisfaction.
Key Responsibilities
- Review and update new booking confirmations in the system accurately and promptly.
- Arrange and confirm all tour-related services according to the approved tour confirmation.
- Ensure all necessary information and documents are received and communicated clearly to guides, drivers, and vendors.
- Prepare the Master of Ceremony (MC) briefing and operational documents with complete information by D-7, based on the agenda and tour confirmation provided by the Booking Team.
- Conduct quality control (QC) checks for upcoming tours one day prior to departure (D-1).
- Send daily reminder messages and important updates to guests before and during their tours.
- Provide customer care support throughout the tour by ensuring guests clearly understand their services, activities, tickets, and contact details of guides and drivers.
- Handle and resolve operational issues or emergencies during tours in a timely and professional manner.
- Collect feedback from guests after tour completion to support service improvement.
- Submit daily operational reports to the Team Lead.
- Prepare and submit weekly reports to the General Manager (GM).
Requirements
- Bachelor's degree in Tourism, Hospitality, Business Administration, or related fields preferred.
- 1-2 years experience in tour operations, travel coordination, or customer service is an advantage.
- Strong communication and organizational skills.
- Ability to multitask and work under pressure in a fast-paced environment.
- Good problem-solving and customer handling abilities.
- Proficiency in Microsoft Office and booking/operations systems.
- Good English communication skills, both written and spoken.
