Operations Manager

Responsibilities:

Operational Oversight: 

• Manage and optimize all aspects of the company's daily operations, including booking processes, tour logistics, customer service, and vendor relationships.
• Develop and implement operational policies and procedures to ensure efficiency, accuracy, and compliance.
• Monitor key performance indicators (KPIs) to track operational performance and identify areas for improvement.
• Ensure all services are delivered to the highest standards of quality and customer satisfaction.

Resource Management: 

• Effectively manage and allocate resources, including staff, transportation, and equipment, to meet operational demands.
• Oversee the scheduling and rostering of staff to ensure adequate coverage and efficient service delivery.
• Manage relationships with vendors, suppliers, and partners, ensuring favorable terms and service levels.

Customer Experience: 

• Champion a customer-centric approach, ensuring all operations are aligned with delivering exceptional customer experiences.
• Address and resolve customer complaints and issues promptly and effectively.
• Gather customer feedback to identify trends and areas for service enhancement.

Team Leadership and Collaboration: 

• Lead, motivate, and mentor operational staff, fostering a positive and collaborative work environment.
• Ensure effective communication and coordination between different departments and teams.   
• Provide training and development opportunities for staff to enhance their skills and performance.

Problem Solving and Resilience: 

• Demonstrate resilience and adaptability in handling unexpected challenges and operational disruptions.
• Develop and implement contingency plans to mitigate risks and ensure business continuity.
• Utilize strong problem-solving skills to identify the root causes of issues and implement effective solutions.

Continuous Improvement: 

• Identify opportunities for process improvement and implement changes to enhance efficiency and effectiveness.   
• Stay updated on industry trends and best practices to drive innovation and maintain a competitive edge.
• Contribute to the strategic planning process by providing operational insights and recommendations.

Requirements:

• Bachelor's degree in Business Administration, Tourism Management, or a related field.
• Minimum of 4-5 years of experience in operations management within the travel and tourism industry.
• Proven ability to manage and optimize operational processes.
• Excellent interpersonal and communication skills, with the ability to build strong relationships with staff, customers, and partners.
• Strong leadership and team management skills.
• Demonstrated resilience and problem-solving abilities.
• Proficiency in relevant software and technology used in the travel industry.
• Strong organizational and time management skills.
• A passion for travel and delivering exceptional customer experiences