Operations Executive
Position Summary Expectations - Duties, Responsibilities
Department: OPERATIONS
Report to: OPERATIONS MANAGER
POSITION PURPOSE
Operations Executive is in charge of arranging services for bookings, securing the best guides in the market for ViVu Journeys, souring and contracting the suppliers in the country, and ensure our customers have the flawless experiences when doing ViVu Journeys’ tours
WHAT WE OFFER
- A competitive package and working conditions
- Educational and annual company trips
- Vibrant culture and working environment
- Training courses with great career development opportunities
- Operations & Reservations
- Specific activities
- Process bookings in the system and make sure all services are correctly arranged for all FIT & GIT booking
- Make sure Operations team follow all standard operations policies & procedures.
- Ensure overall customer satisfaction
- Handling the hotline that include Saturday & Sunday
- Support with proposal/pitches
- Measures
- Net Promoter Score
- P&L
- Supplier Management
- Specific activities
- Recruit best guides/leaders in the market
- Build up a network of frequent part time guides in each key region
- Build up guide profiles and manage guide system
- Benchmarking/contracting, hotel, transport supplier and select the best company to work for VVJ in each key region
- Souring the ferry, boat, ticket supplier, restaurant
- Load all the rate into Vivu Connect ( VC )
- Able to lead the Operation Team through out Cambodia and implement the VVJ Operation Excellence and ensuring the consistence of Ops Excellence.
- Measures
- Number of guides in each key region
- Number of transportation company contract signed
- Load all the rate/supplier into VC
- Number of supplier contract signed
- Logistics
- Specific activities
- Ability to think and act quickly to support guides changing itinerary as required, for example in the case of bad weather
- Maintaining operational viability
- Providing feedback and suggested improvements to the operations and product teams
- Demonstrate excellent knowledge of subject matter and area of guiding
- Remain calm, friendly, and enthusiastic always
- Know all safety and security protocols, should they be needed
- Measures
- Net Promoter Score
- Customer satisfaction
- Problem Solving & Team Support
- Specific activities
- Addressing any issues or concerns from guides, leaders and guests in a timely and effective manner
- Support the Reservation/Operations Team/Product/Contracting Team whenever is needed
- Measures
- Net Promoter Score
- Customer satisfaction
- Experience:
- Essential Criteria
- Minimum 2-year working in tourism field
- Good command of both written and spoken English and French in a Plus!
- High degree of customer service and satisfaction
- Desirable Criteria
- Experience in working under pressure / multi-tasking
- Experience in customer service
- Qualifications:
- Essential Criteria
- University graduates
- Desirable Criteria
- A-level in travel & tourism
- Skills:
- Essential Criteria
- Excellent communication skills
- The ability to engage with a wide range of people
- A natural hunger for knowledge and learning
- A calm, customer focused manner
- Confident
- Fluent in written and spoken Khmer/ English & French is a Plus!
- Flexible and able to work with uncertainties and changing priorities
- Ability to problem solve and make decisions
- Excellent interpersonal and presentation skills across a variety of cultures
- A self-starter able to work independently
- Ability to work outside normal office hours
- Customer centric with commitment to high standards of service delivery
- High attention to detail & strong time/priority management skills
- Personally aligned with ViVu Journeys values
- Knowledge:
- Essential Criteria
- Knowledge of Cambodia Operation and destination.
- Attributes:
- Essential Criteria
- 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 guests, and the impact of your words and actions
- Able to work alone, remotely (from home or office )
- Desirable Criteria
- Flexible and able to work odd hours, with uncertainties/changing priorities and under pressure
