Operations​/Tour

At Kuoni Tumlare, we deliver truly inspiring and innovative solutions and experiences that create value both for our Partners and Society  wide portfolio of products and solutions is built on 100+ years of destination management experience.

Our solutions include series tours, technical visits, educational tours, Japan specialist travel consulting, as well as meetings, incentives, conferences, and exhibitions. Our product portfolio includes MyBus excursions at destinations as well as guaranteed departure tours devised and delivered by our Seat-in-Coach specialists, Europamundo (EMV) and MyBus Land cruise.

We cater to a wide range of customer needs in close collaboration with our trusted suppliers and powered by our team of destinations experts - enabling us to make a real difference to the world.

Our Destination Management services form the core of our business. Together with our destination experts, our sales teams generate business and shape itineraries suited to our customers’ needs with real-time insider knowledge. We take care of everything from ground support, hotel bookings, sightseeing, restaurants, and local guides; all while providing 24/7 customer support so that travelers from over 50 countries can enjoy memorable travel experiences worry-free.

This role is responsible to operate tours as per pre-defined standard operating procedures (SOP). Contact with stakeholders within the organization (Sales Office Operations, hotel team, Inbound Operations, third party suppliers). You will be part of Operations team reporting to Operations Team Leader.

• Regular communication with the Manager on the development of each project alongside the production of appropriate reports

• Plan, prepare and coordinate operations activities within the assigned markets for products and services (Screen and optimized profit of new go-ahead booking, Control confirmations in terms of quality and price, Create Meals Plans and PowerPoint presentations to offer to clients, Create excel flowcharts of itinerary and services/hotel arrangement, Push pending bookings)

• Reserve and manage changes on all components of a tour prior go ahead stage including hotels, coaches, guides, attractions, etc on the system

• Prepare invoices and credit notes including negotiations as necessary

• Check purchase orders

• Finalize and print final documents

• Support local service account queries

• Clear, open and effective communication with Hotel Reservations and Inbound Operations teams as well as 3rd party suppliers

• Complaint and compensation handling

• Coordination with Sales on troubleshooting and tour feedback

• Communicate with all clients during the whole process of sales, including the compilation of quotations and professional offers

• Provide continuing after-sales contact with existing customers

• Work within defined profit margins as agreed within the company and in consideration of client profile, competition and buying rates and in coordination with sales

• Effective coordination of all assigned tours, meetings, incentives and events from commencement to conclusion

• Maintaining deadlines according to project requirements

• Implementation and adherence of/to sales procedures and operating guidelines according to each project and respective responsibility

• Project/Event delivery, to include standards and quality of service

• Working within the agreed profitability policy

• Strict management of and maximization/optimization of supplier costs and charges

• Regular and accurate reporting of costs and sales values as each project progresses to final reconciliation

• Working within financial constraints of company guidelines for invoicing, client payments, pre-payments, credit control etc.

• Maintenance and delivery of agreed levels of service as defined by each event/project during all stages of pre-sale, planning, delivery and post-event.

• Diploma in Tourism/Hospitality Management or equivalent.

• Ability to work effectively with the systems and procedures, attentive to detail, strong problem-solving skills and a can-do flexible attitude.

• Professional Skill of English in both oral and written,other second language will be an advantage

• At least 2 year(s) of working experience in the related field / MICE agency is required for this position.

• Ability to work under pressure and tight deadline

• Flexibility in working timing.

• Ability to work independently, resolve problems and be a trouble-shooter.

• Passionate and want to…