Job Summary:
As a Journey Fulfilment Manager/Operations Manager at Tripseed, your role extends far beyond the ordinary. You’ll be the pivotal orchestrator of every aspect of tour delivery and customer satisfaction. Your comprehensive expertise will ensure service excellence from the moment a tour is designed until the final farewell. This is a role for a dynamic leader ready to take charge, inspire, and elevate our operations to industry-leading heights.
Key Responsibilities:
- Oversee the seamless execution of all tours, working closely with the sales and product teams to translate bespoke itineraries into extraordinary experiences.
- Conduct thorough briefings with guides to ensure they are fully equipped with knowledge and resources tailored to each tour.
- Manage the logistics for each booking including the assignment of guides, drivers, and vehicles, optimising efficiency while maintaining Tripseed’s exceptional quality standards.
- Prepare necessary documents for guides and drivers, equipping them for successful tour execution.
- Directly oversee customer experience, intervening as necessary to resolve issues and elevate satisfaction, maintaining Tripseed’s reputation for exceptional service.
- Oversee the management of the emergency phone, ensuring rapid and effective response to any incidents that may occur outside of normal working hours, maintaining high availability and support for our guests and staff.
- Conduct regular training sessions with guides, reinforcing operating standards, service expectations, and responsible tourism practices, to ensure consistent, high-quality experiences for all guests.
- Conduct thorough incident reporting procedures; ensure team readiness and responsiveness to all situations.
- Facilitate first aid training for staff and maintain certifications to guarantee guest safety and wellbeing.
- Lead brand training initiatives to ensure every team member reflects the values and standards of Tripseed in their service delivery.
- Establish and uphold exemplary service level standards and expectations, fostering a culture of excellence and continuous improvement.
- Champion Tripseed’s diversity, equity, and inclusive policies among suppliers and internal teams.
- Prepare for growth by actively developing the journey fulfilment team, training and mentoring team members for optimal performance and job satisfaction.
- Perform other responsibilities as required by the business.
Qualifications:
- Proven experience in operational management within the travel industry, preferably in a DMC setting.
- Adept negotiator with demonstrable experience working with a wide range of suppliers and stakeholders.
- Excellent leadership skills with the ability to manage, inspire, and grow a diverse team.
- Strong commitment to customer service excellence and the ability to handle complex customer situations with empathy and effectiveness.
- Knowledgeable in sustainable tourism practices and passionate about responsible travel.
- Working knowledge of health and safety, including first aid and incident management.
- Excellent communication, organisational, and problem-solving skills.
- Possess a positive attitude and a growth mindset, constantly seeking opportunities for personal and professional development.
- Fluency in Thai along with a working proficiency in English is required, other languages are a plus.
