Job Overview
The role is responsible for overseeing and coordinating all customer service delivery activities for the DMC to ensure the DMC optimizes operational capabilities whilst ensuring superior guest satisfaction.
Job Scope
The scope of the role includes day of operations planning, health and safety, emergency response, staff rostering, fleet and asset management and operational improvement strategies. Support the creation of robust operational plans aligned to overall DMC strategic and annual plans. Responsibilities include:
- Hands-on leadership of the entire day-to-day operations and in-destination guest services teams including service delivery, transfers & transportation
- Measures the effectiveness, efficiency and profitability of operational processes both internally and externally and delivers process improvement
- Allocation of assets (vehicles) and staff (guides, drivers and any other staff) to individual tours and experiences (products) based on guest requirements and in accordance with organizational quality and safety guidelines.
- Ensures all activities (owned and outsourced) comply with the organizational requirements for quality and safety, including handling crisis management situations
- Asset maintenance for products owned and operated by the DMC. Monitoring of asset maintenance for assets owned by third party suppliers
- Support the activation of new products and experiences (owned or 3rd party)
- Support destination readiness activities for new products
- Ensures high level of guest experience through, colleague training (tour guides, drivers), uniforms and service levels
- Analyze guest feedback to identify service recovery and potential process improvement
- Develop and monitor adherence to health and safety guidelines and procedures
- Manages relationships with operational partners / vendors
- Trains, motivates, coaches, develops and manages team including training of guides and drivers
- Contributes to the formulation of annual budgets. Is accountable to achieve Operations budget
Minimum Qualifications, Experience and Skills Requirements
Essential:
- Degree or equivalent in business, marketing or equivalent
- 7+ years experience in operational environment of tourism industry (tour operator, theme parks, DMC, Car Hire)
- Managing large operational teams
- Business mindset, results driven
- Consumer centric
- Financially astute
- Discipline and organisation
- Stakeholder and communication management
- Planning
- Excellent verbal and written communication skills.
- Ethics, compliance and governance standards
- Autonomy
Desirable:
- P&L responsibility
- Health and safety
- Destination readiness
