Ensure customer satisfaction and loyalty, with a minimum rate of 90% satisfied and returning customers by maintaining premium service quality, handling issues promptly, and continuously enhancing the customer experience.
Effectively support financial and business operations, including budget management, cost control, and revenue optimization from visa and flight ticket services, with a minimum FIT conversion rate of 60%.
Develop and maintain a professional operations teamthrough regular training programs, succession planning, and clear KPI establishment to enhance staff capabilities and performance.
Demonstrate comprehensive competency in tour operations, including in-depth knowledge of hotels, transportation, visas, flight tickets, tour activities, SOPs, and crisis management to ensure smooth and consistent operations.
Develop and implement effective crisis management proceduresto prepare the company for unexpected situations and ensure business continuity.
Maintain and grow strategic relationships, negotiating effectively with domestic and international suppliers and partners to bring optimal benefits to the company and its customers.
Adapt flexibly to industry changes and innovations, staying updated with trends, technologies, and new regulations to maintain competitiveness and sustainable operations.
Promote internal collaboration, working closely with other departments to synchronize processes, optimize costs, and develop travel products that meet market demands.
Qualifications
Bachelors degree or higher in Tourism, Business Administration, Travel and Tourism Management, or related fields.
Minimum of 8 years of experience in the travel and tourism industry, with at least 3 years in a management or senior operations role.
Hands-on experience in tour operations, working with service providers, and handling emergencies during tours.
Comprehensive knowledge of tour services including hotels, transportation, visas, flight tickets, SOP processes, and tour guide operations.
Able to work under high pressure and willing to travel for business.
