June 25, 2024

POSITION PURPOSE

Operations Senior helps oversee and coordinate with Operations team and other departments for consistent implementation of reservations and operations process in the country as well as providing a business development, contracting, product development support function to the other team, especially in-destination sales. To provide outstanding customer service and ensure all bookings are confirmed and operated with suppliers’ accurately and efficiently, and that turnaround time and conversions are monitored.

MAJOR TASKS

  • Develop and maintain outstanding ViVu Journeys 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 customer’s 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).
  • Review ViVu Journeys operations manuals and Emergency procedures periodically
  • Carry an emergency mobile phone on roster with team members
  • In charge of promoting in destination sales and optional tours sales from guides
  • Ensure ViVu Journeys ISO compliance across all the country
  • Develop and implement new procedures (SOPs, ISO) to improve overall efficiency
  • Create and maintain manuals for operations
  • Ensure effective HR management and development including recruitment, induction training, regular meetings, KPI management, NPS, appraisals and incentives, career development and training plans,
  • Optimize system usage and ensure all teams are capable of using it

QUALIFICATION AND SKILL REQUIREMENTS

  • Minimum 1 year experience in travel industry
  • Good command of both written and spoken English
  • Must be proficient using technology and working with software applications
  • High degree of customer service and satisfaction
  • Minimum Bachelor Degree
  • Solid teamwork and communication (both verbal and written) skills
  • Fluent in written and spoken English
  • Flexible and able to work with uncertainties and changing priorities
  • Ability to problem solve and make decisions
  • Multi-tasking
  • Excellent interpersonal and presentation skills across a variety of cultures
  • A self-starter able to work independently and as part of a team to meet deadlines and targets.
  • Ability to work outside normal office hours when required.
  • Customer centric with commitment to high standards of service delivery
  • High attention to details & strong time/priority management skills
  • Personally aligned with ViVu Journeys values
  • Proficient with Microsoft Office applications
  • Knowledge of Indochina
  • Understanding the fast-paced sales environment
  • Hungry – self-motivated and diligent, constantly thinking about the next step and the next opportunity.
  • Humble – quick to point out the contributions of others, share credit, emphasize team over self and define success collectively rather than individually.

WHAT WE OFFER

  • A competitive package with highly attractive bonuses
  • Educational and annual company trips
  • Vibrant culture and working environment
  • Generous annual leave
  • An annual health package of gym membership and performance watch
  • Core working hours: 8 hours per day Monday – Friday.
  • Flexi hours (8:00am – 10:00am / 4:30pm – 6:30pm).
  • Training courses with great career development opportunities

 

Experience
experienced
Work Level
Experience
Employment Type
Full Time
Salary
9-12 Millions Gross
Valid Until
July 31, 2024
Vivu Journeys
View profile
Industry
Destination Management
Company size
60 employees
Founded in
2020
Phone
(+84) 24 3926 3148 (+84) 24 3926 **** Show
Location
Hanoi

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