OUR COMPANY POSITION
Vivu Journeys is a destination management company on the brink of an exciting new venture into the Travel industry. Our CEO founded his first DMC (Destination Management Company) in 1994 and by 2018 the company had expanded outside of its home, Vietnam, to span 11 countries within South East Asia, carrying close to half a million passengers throughout the region that same year. We are delighted to be re-entering the DMC space and this time now operating in UK, Portugal, Spain, Vietnam, Laos, Thailand, Cambodia with bigger plans to expand globally.
Typically, a DMC works as a middleman buying product from hotels, transport and touring companies to sell onto Tour Operators or Travel Agents at a profit. For ViVu, in addition to connecting our partners with key suppliers, we will also be creating and operating our own product and tapping into the other hospitality arms of our Parent company, TMG.
TMG is a leading travel & hospitality business within Asia offering 4 different pillars within travel; DMC, Hotels and cruises – we own 11 hotels and 7 river and sea boats with plans to expand our assets as we move into these new markets; Airlines, we own 3 seaplanes that operate in our homeland Vietnam and are about to embark on an exciting new airline project within Asia; Online – As one of Vietnam’s most successful Online travel Agents, we are industry leaders in technology, developed inhouse.
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 2 years’ 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.
- Smart – good judgment and intuition around the subtleties of group dynamics and the impact of your words and actions
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
