Experience

• 6-7 years as tour operator or tour coordinator, in the field, in different markets across Thailand
• By managing or operating tours / tour agencies.
• On property and pre-opening experience would be an added benefit.
• Knows the vibes, able to put the vibes into the communications

Customer Service | Relationship Management

• Provide exceptional customer service for all tours and business operations.
• Communicate daily with prospective customers, guests, and partnering via phone and email
• Solve any post-tour issues with guests, partnering establishments, tour guides, etc.Office & Tour Operations

Operationally

• Ensure service benchmark requirements are met to maintain service quality.
• Establish travel operations processes in line with organization’s strategies.
• In charge of the in-house tour desk area (cleanliness, maintenance, marketing and usage).
• Motivate the upsell and cross sell, based on tour and experiences.
• Lead improvements to customer service experience.
• Lead resolutions of contractual issues.
• Lead technology application for improvements to productivity and innovation.
• Oversee department's budget use against departmental work plans.
• Oversee safety and health procedures and processes at vendor sites.
• Provide feedback to internal stakeholders on product and service offerings.
• Review disaster relief, incident and contingency guidelines.
• Review feedback for operational improvements and product development.
• Review performance of existing vendors to feedback to internal stakeholders for contract renewals.
• Review regulatory compliance requirements of tour operations including visa and immunization requirements.
• Review safety and security guidelines for developed schedules.
• Develop revised workplace technology approaches for productivity improvement and innovation.
• Drive corporate governance measures.