Job Title: Operations Manager at DMC
Job Summary:
The Operations Manager will be responsible for overseeing and managing all operational functions of DMC. The ideal candidate should have a strong background in operations management and possess excellent leadership, organizational, and communication skills. They should be able to manage and motivate a team to ensure smooth and efficient operations. The Operations Manager should be available to work under pressure anytime of the week.
Key Responsibilities:
The job duties for an Operations and Reservation Manager at a Destination Management Company (DMC) typically include the following:
Tour Operations: Oversee all aspects of tour operations, including itinerary planning, logistics, accommodations, booking transportation, regulations, and assigning tour guides based on fit and requirements. Ensure excellent operation of tours and activities while in town including daily follow up.
Vendor and Supplier Management: Manage relationships with suppliers and vendors, including negotiating contracts and pricing, local activities, tour guides and transport companies. Develop and implement operational strategies to improve efficiency and reduce costs.
Reservation Management: Manage reservations for tours and activities, including maintaining reservation databases, allocating resources, and coordinating with vendors to ensure timely delivery. Manage availability of the services and ensure quality delivery as requested.
Budget Management: Develop and manage budgets related to tour operations and reservations. Prepare advance file expenses and coordinate delivery to the escorting crew. Maintain records of operational database collaborating with the accounting department.
Employee Management: Manage and train staff on operational processes and procedures, ensuring staff has the necessary skills to provide excellent customer service. Ensure that the staff has the latest information about the local market regulation, trends and
Sales and Marketing Collaboration: Collaborate with other departments, such as sales and marketing, to develop and implement strategies for improving customer acquisition and retention.
Data and Market Analysis: Monitor and analyze market trends to identify areas for improvement and develop strategies for growth.
Customer Service: Ensure high levels of customer service and satisfaction, managing customer inquiries and complaints, and providing timely and satisfactory solutions. Solve client issues and disputes in town. Responsible for the client support number 24/7 including customer service. Manage last minute change on arrivals, tour plans, etc. Develop and implement quality control measures to ensure customer satisfaction.
Logistic, trends and regulation management: Prepare expense sheet, Manifests for restricted and non-restricted nationality, being up to date with the latest regulations related to our work in the travel industry. Coordinate with local authorities for necessary permission, regulations, etc.
Quality Control: Ensure quality control over operations, airport crew, drivers and guides, their attitude and professionalism, program planning and performance, and customer feedback.
Other tasks to-be included depends on the improvement of the company.
Qualifications:
Bachelor’s degree in Business Administration, Tour Operations, or a related field.
5+ years of experience in tour operations management, preferably in a tour operator or DMC.
Proven track record of managing and motivating a team of operational staff.
Strong leadership, communication, and interpersonal skills.
Excellent English skills, writing and speaking. Other language is plus.
Excellent analytical and problem-solving abilities.
Ability to work independently and make decisions in a fast-paced environment.
Familiarity with regulatory requirements in the travel industry, such as the Airline Reporting Corporation (ARC).
Proficient in Microsoft Office and other relevant software programs.
Strong project management skills.
Must be available to work flexible hours, including nights, weekends, and holidays.
Must have a valid driver’s license and clean driving record.
The Operations and Reservation Manager is a critical position responsible for ensuring that the DMC delivers high-quality experiences, maintains high levels of customer satisfaction, and operates efficiently. The role requires a combination of management skills, operational expertise, and customer service focus, as well as the ability to analyze data and develop strategies for growth and profitability.
