Senior Operations Manager

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.

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.

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    Expérience extraordinaire ! Des paysages grandioses un pays magnifique !Je garderais longtemps dans mon coeur la jordanie et les jordaniens qui sont des gens très sympathiques serviables et honnêtes ! Nous avons eu un guide Hussam au top et très sympa ! Et un chauffeur Naël très bon conducteur et sympathique ! La nourriture jordanienne est excellente ! Je vous conseille à tous ce pays !
    Tim H
    Tim H
    Outstanding service ensured a superb holiday We tailored an existing itinerary to perfectly suit our needs and the trip was an outstanding success. from the second we stepped off our international flight, we were looked after by Zaman Tours who were outstanding. I work in tourism in the UK (promoting African destinations) and have experienced excellent services in the past, but nothing any better than that offered by Zaman. Organisation was by Maiss, our driver/guide was Murad and our tourist guide was Magdi. All were magnificent. They should be very proud of the work they did and the way they represented not only Zaman, but Jordan as a whole. We left the country having made real friends. We cannot recommend Jordan and Zaman Tours enough to others. Jordan felt 100% safe as well as very friendly and welcoming
    Julia V
    Julia V
    So happy we booked this trip! This was our first time booking a private tour for so long (8 nights). I am really glad I found out about Zaman Tours, as they made this trip so smooth for us, so we would not have to worry about a single thing. One if the reasons why I chose them, was because they are a fully local company and have far more reasonable prices compared to the international tour companies working in the region. They have adapted the itinerary many times for us to fit our needs and responded quickly to all of our emails. A special thanks goes to our driver Morad. Not only did he show us his country, but we actually became friends during this trip :)
    Alberto P
    Alberto P
    Excellent tour! Me and my friend went to Jordan for 4 days, We saw Amman, Mont Nebo, Petra, Wadi Rum desert and Dead Sea. The Guide Mr. Hussein was amazing, his italian, kindness, were very appreciated. The hotel's 5 stars were excellent. We felt very safe and recommend touring Jordan with Zaman Tour!
    Aloke Das
    Aloke Das
    Day tour from Dead sea hotel to Wadi Mujib and Ma'in hot springs! We did the day tour to Wadi Mujib canyoning and Ma'in hot springs from Dead sea. Ali, our guide was very friendly and provided us with a lot of knowledge of local culture and traditions. He even gave us tips for restaurants to try a palestinian cuisine "Musakhan", and even offered to take us to his home to try the same. He ensured we got the best of Wadi Mujib and Ma'in hot springs and even found time for us to go souvenir shopping. Great service and friendly guide indeed!
    Excellent tour Our tour was 5 days and starts at Aqaba to Wadi Rum, Petra, Aman, Dead Sea, Wadi Mujib and finished at Aqaba. All was organized by Zaman Tours. The Guide Mr. Faisal was amazing, his knowledge, kindness, are very appreciated. The hotel's 5 stars were excellent. We felt very safe and recommend touring Jordan.
    We booked our trip to Jordan last minute and they organized all the itinerary for us and it was beyond perfect! This was the best experience we’ve ever had with a tour company. They booked everything and organized the whole itinerary for us. Visa, PCR test, entrance fees, hotel bookings, food, driver…I mean EVERYTHING! Our driver, his name is Issa, was the best driver. He took really good care of us, was prepared with water and juices and almost anything we needed. This was my second time in Jordan and was way better than my first experience. Definitely recommend!
    The Best Tour of My Life!!!!! I did a private tour with Zaman for all the highlights of Jordan, and I don't have enough words to thank them for such an amazing and memorable trip. The tour was so well organized and they made me feel I was traveling with a friend. The driver was so professional and friendly and during the entire trip I felt so safe. I feel so fortunate to experience Jordan with Zaman Tours, and If I am visiting Jordan again, I would definitely reach out to them again :-)
    JP Vann
    JP Vann
    The Best of Jordan with Zaman Tours We had little time to plan for our February 2020 Jordan trip, 2 weeks to be exact. We contacted Zaman Tours as they are accredited by the Jordan Tourism Board. Ms Eman quickly responded to my email and offered an 8-day private package that suited our budget. Ms Eman was patient in answering my queries and requests. She arranged our itinerary and our package included airport transfers, a good choice of 3 and 4-star accommodations, sightseeing and admission tickets, a modern Hyundai Sonata for our transportation, bottled water & wifi onboard and half board meals i the hotels. Local guide services in Jerash and Petra as well as Petra by Night tour were optional and can be bought either in advance or on-site. Airport pick up was a breeze. Zaman Tours representative, Mr Freddy, welcome and helped us through immigration and baggage claim. Our English speaking driver for our entire stay was Mr Shareef, an excellent and courteous driver. He was on time all the time. He did all the check-ins for us. During drives, he gave short insights about the place we would be visiting. He also gave recommendations on other activities you could do for extra cost like Turkish bath after a tiring walk in Petra, an additional jeep tour in Wadi Rum and a private cruise in Aqaba. Along the way, he would stop where we could eat lunch, drink coffee, use toilet or buy souvenirs. We appreciated his flexibility with time. We were able to adjust pick up times enabling us to stay a bit longer at our selected sites. We traveled to almost all the significant and picturesque places in the whole of Jordan. We went to Ajloun, Jerash, Amman Citadel, Mount Nebo, Madaba, Petra, Little Petra, Wadi Rum, Aqaba, Bethany and Dead Sea. We stayed 2 nights in Amman, 2 nights in Petra and a night each in Wadi Rum, Aqaba and Dead Sea. I had to say all the accommodations booked by Zaman Tours were centrally located and clean. We were also happy that we never had to worry where to have dinner every night as all dinners were included in the price that we paid. My recommendation to those who would like to see both the Treasury and the Monastery is to book 2 nights in Petra. My suggestion when buying souvenir items and Dead Sea products is to purchase them in Aqaba where the prices are a lot cheaper. And for the other activities, hotels offer more choices at friendly prices. Thank you to Zaman Tours... Ms Eman, Mr Freddy and Mr Shareef for a wonderful first trip to Jordan. Hope to be back someday... Shokran! See the best of Jordan with Zaman Tours!
    mar muerto mucho más que flotar llegas a un resort 5 estrellas con todas las comodidades y luego te sumergis en el agua flotando con el barro de las orillas. el cutis y la piel te quedan increíbles. luego disfruté completo en los hoteles....