This offer job is expired.

Regional Operations Manager

Buffalo Tours - Expires on Dec 04, 2015
  • Country
  • Location
  • Job Type
  • Experience
  • Eligibility
  • Vietnam
  • Hanoi
  • Permanent - Full Time
  • 5+ years
  • Expat and local
Operations / Production
Job Category
Airlines / Tourism / Travel Services
USD 3,000 - USD 4,000

Job Description

Oversee and coordinate with all Operations Managers for consistent implementation of operational excellence in all operating destinations. Implement new airport Meet & Greet service in Hanoi, Ho Chi Minh City, Bangkok, Phuket and Bali. Introduce Net Promoter Score across all operating destinations.


Head of Operations
  • Review and improve SOPs and consistent implementation in all operating destinations
  • Implement new airport Meet & Greet service in Hanoi, Ho Chi Minh City, Bangkok, Phuket and Bali
  • Introduce Net Promoter Score across all operating destinations
  • Develop new passenger satisfaction report and loyalty programme
  • Create and develop in-house guide and driver training resources (for inhouse and outsourced guides).
  • Support training of guides and drivers regionally if required by Operations teams
  • Work with Regional Product manager on consistent training of BT Preferred product lines across different countries
  • Review all operations manuals and Emergency procedures periodically ?
  • Develop and maintain outstanding customer service standards ?
  • Service all internal and external inquiries professionally and efficiently within 24 hours or according to business needs ?
  • Resolve customer service issues to customerís satisfaction with appropriate corrective and preventive measures ?
  • Control quality of trips (target rating from passenger feedback and other monitoring system), regularly conduct quality controls (on spot, mystery checks, mystery guests, feedback forms)
  • Ensure company profitability (Operating expenses per month within budget, supplier costs within budget and quality assessed by Group management)

Driver and fleet management
  • Manage fleet business performance including quality control, customer service level, HR and operating expenses
  • versee the standards of driver recruitment, training and scheduling

  • Ensure ISO compliance across all operating countries
  • Develop and implement new procedures (SOPs, ISO)
  • Optimise BRS usage and ensure all Operations teams are capable of using it

Human resources management
  • Ensure effective HR management and development including: recruitment, induction training, regular meetings, KPI management, appraisals and incentives, career development, training plan, inspections trips

Job Requirements

Knowledge ?
  • University undergraduate
  • Minimum 5 years of department management experience in the field of tourism and hospitality
  • Proven people performance management skill
  • Experience in working under pressure / multi-tasking
  • Ability to work with budgets/numbers
  • Fluent in English
  • Fluent with Microsoft Office
  • Ability to problem solve and make decisions
  • Takes initiative
  • Flexible and able to work with uncertainties and changing priorities
  • Strong interpersonal skills across cultures and seniority levels
  • Solid teamwork and communication (both verbal and written) skills
  • Commitment to high standards of customer service
  • Passion for travel ?
  • Willing to travel on business trips when required ?
  • Ability to work flexibly including outside office hours when required

 Only short-listed candidates will be contacted

About the recruiter

Buffalo Tours

Creating unforgettable tailor-made journeys to Asia since 1994 As a leading travel company in Asia, Buffalo Tours offers the best in customised small group and private guided tours ...

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Featured Recruiters & Partners

ADEN Services
CCIFV (French Chamber of Commerce in Vietnam)

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