Operations Manager

The Operations Manager will be a critical leader in ensuring the smooth and efficient operation of our travel and tour services. This high-level role requires 4-5 years of experience within the travel and tourism industry, coupled with exceptional interpersonal skills and a resilient nature to navigate the dynamic demands of the business. The Operations Manager will be responsible for overseeing daily operations, managing resources, ensuring service excellence, and driving continuous improvement to enhance customer satisfaction and organizational efficiency.

• Minimum Qualification : Degree
• Experience Level : Mid level
• Experience Length : 4 years

Responsibilities:

Operational Oversight:

• Manage and optimize all aspects of the companys 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:

• Bachelors 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