Key Responsibilities:

• Supervise and coordinate daily inbound operations to ensure efficient and effective service delivery.
• Develop and implement long-term strategies to drive growth in inbound tourism and expand the customer base.
• Identify opportunities for strategic partnerships with airlines, transport companies, and local attractions to create integrated travel solutions.
• Analyze market demand and customer preferences to identify emerging trends and tailor product offerings accordingly.
• Ensure high levels of customer satisfaction by overseeing the quality of services provided, from booking to post-travel feedback.
• Resolve escalated customer issues promptly and ensure customer complaints are handled professionally to maintain a high level of satisfaction.
• Implement continuous improvements based on customer feedback, ensuring that service delivery exceeds expectations.
• Establish and maintain strong working relationships with local service providers, suppliers, and partners to ensure the best pricing, availability, and service standards.
• Negotiate contracts with suppliers to secure competitive rates and favorable terms for customers and the company.
• Monitor supplier performance regularly and conduct audits to ensure service standards are consistently met.
• Lead, motivate, and manage a team of inbound operations staff, ensuring they are aligned with the company's objectives and customer satisfaction goals.
• Oversee budgeting and financial planning for inbound operations, ensuring that costs are controlled while maintaining high-quality service.
• Leverage technology and data analytics to optimize booking processes, improve operational efficiency, and enhance customer experience.
• Ensure that all inbound operations comply with relevant industry regulations, company policies, and local laws.
• Collaborate with marketing teams to develop campaigns and promotional materials that highlight inbound services and packages.

Operational Management:

• Oversee the daily inbound operations to ensure that services such as bookings, customer inquiries, and supplier coordination run smoothly and efficiently. Ensure that all processes are aligned with company goals and customer expectations.
• Implement quality assurance measures to ensure that services meet the required standards. Monitor performance metrics related to customer satisfaction, service delivery, and product quality, and take corrective actions where necessary.

Management Reporting:

• Develop, track, and report on KPIs related to inbound operations. These might include metrics such as booking volumes, service response times, customer satisfaction scores, revenue growth, supplier performance, and operational efficiency.
• Prepare and submit regular reports for compliance audits, ensuring that operations meet all relevant regulatory requirements. Maintain records and documentation related to operational practices, health and safety, and other compliance-related matters.