Key Responsibilities:
Dealing with Suppliers, Tour Leaders & Guides. Ready for re-locating and traveling to meet suppliers, check quality and connect the office operations team with the ground operations. Interacting with them via various channels phone, chat, email, etc Providing the best freelance tour guides who are the leaders in the market. Managing last-minute bookings at different times. Having experience in daily tours, multi-day tours & full packages. Collecting daily feedback for the ongoing tours & packages. Maintaining the tour quality with Suppliers, Guides & Leaders. Managing and focusing on better relations with the suppliers. Respecting the company rules and regulations. Fast learning and flexibility to deal with other departments. Answering all queries from the Sales & Guest Relations Team. Participating in planning and launching different products. Evaluating suppliers, tour guides and issuing appropriate feedback forms. Communicating with customers before the tour to update pick-up timings and tour details. Staying connected with the customers during the tour, collecting feedback and comments related to it. Making follow-up calls to the customers, checking for their satisfaction, and requesting them to write a review about their experience with us. Analyzing and resolving customer complaints, ensuring excellent service standards.
Required Skills:Bachelor's Degree in Tourism, Hospitality, or a related field. Fluency in English is essential, with proficiency in additional languages relevant to the market considered an advantage. Demonstrated ability to manage multiple tasks concurrently, including handling bookings and coordinating with service providers such as transportation companies, suppliers, and tour guides. Excellent time management skills to ensure smooth and timely execution of operations. Strong verbal and written communication skills to effectively engage with clients, travel partners, and team members. Familiarity with travel booking platforms for tours and meet & assist services is required. Capacity to think quickly and implement practical solutions for last-minute changes, cancellations, or unexpected travel issues such as delays or overbookings. Skilled in resolving customer complaints and conflicts professionally and efficiently. High level of accuracy in processing bookings, handling payments, and maintaining travel itineraries to ensure error-free operations. 2 years of proven experience as an Operations Agent in the tourism industry. Ability to up-sell additional services and negotiate favorable deals with service providers to enhance both customer satisfaction and profitability. Proficiency in Microsoft Office, particularly Excel.