Manager, Tour Leader & Event

JOB SUMMARY:

Manager | Tour Leader & Event oversees all activities of tour leader and event management team and directly supports Head of Operation and the business in advancing overall company goals and objectives. S/he partners with various departments in maximize customer satisfaction and ensure excellent customer experience during the course of the tour excursion and ultimately driving enroute management effectiveness and efficiency across all stages of customer journey from departure to return arrival.

JOB SCOPE:

Leads the development and execution of strategy and plan to achieve operational excellence and exceptional standard service quality to ensure flawless customer experience during the course of customer journey. Other scopes are inclusive of building sufficient and effective resources, infrastructure, processes and systems; and develop people capabilities to meet current and future customer needs.

KEY ACCOUNTABILITIES:

• Leads and develops the entire Tour Leader and Event Management team, overseeing all activities of the team
  in ensuring proper execution of plans and strategy to deliver objectives
  
• Supervises Tour Leader & Event Management personnel and ensuring accurate execution of their duties. Acts
  as a mentor to key talents to encourage their professional growth, and to ready them for the succession of
  higher positions in the future.
  
• Champions Tour Leader & Event Management skill development to build and improve capabilities through
  regular Product Trainings, Functional Trainings and partnering with HR to equip necessary soft skill trainings
  to identified key talents.
  
• Secures and build sufficient and qualified Tour Leader & Event management talent pool of both internal and
  external freelancer by ensuring effective allocations of jobs, balancing recruitment of internal resource,
  attractive yet cost-competitive numeration and benefits and equipping right development programs.
  
• Continuously improves Operational Processes and Standards of preparation and coordination of pre and post
  tour excursion meetings, screening holidaymakers profiles (inclusive of special conditions and requests),
  travel document compliances, resource arrangements, post excursion evaluation, learning logs, post trip
  reports and compliances to financial policies and memorandums in order to drive excellence and attainment of
  the desirable long term sustainable customer satisfaction.
  
• Develops and implements Free Hardship Travel strategy and plan to achieve an improved customer
  experience in the areas of airport transfer, check in, transits, emigration clearance, luggage claim, lose and
  found, local guides coordination, hotel check in/out, booking arrangements, hotel and other visiting sites
  facilities, rules and regulation briefs. These aim at putting customer at peace of mind for choosing to travel
  with World Pop.
• Plays a leading role in Quality Assurance of customer experience by working closely with sales & services, destination management teams and tour leaders in ensuring actual delivery of accommodation, meal, entertainment, transportation, guide, tourist attractions visits and all activities of the excursion meet
• predefined standard. Variations from standard quality are to escalate to appropriate levels and coordinate
  immediate trouble shooting when requires.
  
• Assist marketing team in development of pictural and video marketing contents by coordinating the
  collections of footages, filming and shooting of the targeted destinations. Coordinates with marketing team to
  confidentially identify and engage enroute customers who are the key opinion leader and public figure to help
  promoting World Pop in their social networking platforms.
  
• Spearhead Brand Ambassadorship among all Tour Leaders and Event Management team to convey accurate
  and appropriate key Brand Message, CSR initiatives and other tailormade customer dialogue programs to the
  holidaymakers as per predefine and agreed Standard Talks.
  Keeps the Head of Operation, Chief Operating Officer and 
• Director of Sales & Services abreast of changes in
  the destination inclusive of new legislations, regulations, new competitor activities, new destination tourist
  attractions and ideas for new itinerary creations.

JOB REQUIREMENTS:

Education:

• Bachelors degree in Business Administration, preferably Tourism and Hospitality Management.
  
• The equivalent of the same in practical experience is also acceptable.

Experience:

• At least 3 years of working experience in relevant fields
  
• The candidate will also be better suited with experience in travel industry.

MS Office and Software:

• Possess good computer skill, being proficient in Digital Social Apps, Ms Excel, Ms Outlook, and PowerPoint,
  which will all be necessary for the effective performance of the creation of reports, proposals and
  recommendations.

Other Skills:
Knowledge of and interest in the history and travel, effective in handling multiple projects and meeting tight deadlines, be results and detail oriented, be self-starter, be proactive, going beyond the call of duty, be a person of high integrity, be comfortable working in a highly collaborative setting, has an ability to learn and adapt quickly,
has exceptionally good problem-solving skills, be an outspoken and comfortable in dealing with partners. Exceptionally good leadership in both people and strategic skill, portraying an ability to influence a cross functional teams and senior leadership teams as well as stakeholders in a unified direction and with common vision.
Confident yet likable and relatable individual who is able to form strong and meaningful relationship with others which will inspire trust and confidence.