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Tour Manager

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  • Travel
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Job Details

Ensuring service excellence as well as customer relationship management for all clients Ensuring overall accuracy of documentation, service level and error free costing and execution Ensuring that files are operated using approved vendors within the approved costing in line with the SOPs Ability to work independently Take ownership for your teams omissions and lapses CLIENT SERVICE MANAGEMENT Ensure error free delivery of all client services Ensure that all services are confirmed in line with the final approved client itinerary Ensure Final Arrangement Letter (FAL) for each file is sent out 2 days prior to arrival recapping all arrangements to all local agents /hotels (as applicable) as per final approved client itinerary Coordinate any approved changes in the client itinerary as and when required and ensure communication with client is clear concise and up to date and that the GM Operations is kept informed of these changes/developments All written communication to the client is error free and reflects the quality standards adhered to by Banyan Tours and as outline in the SOPCLIENT RELATIONSHIP MANAGEMENT Ensure regular client contact throughout the stay of the client in line with SOPs Assess causes of customer dissatisfaction, if any, and resolve the same Ensure all payments, refunds, commissions have been received/ paid in line with the SOP s.ACCOUNT MANAGEMENT Ensure all payments, refunds, commissions have been received/ paid in line with the SOP s. Timely closing of file (in prescribed format) and submission of commission statement/refunds (as applicable) to accounts within 15 days of completion or date of departure. Adhering to all accounting proceduresVENDOR MANAGEMENT Work with vendors to ensure quality of service Ensure compliance with the SOP and prescribed financial and administrative systems KEY PERFORMANCE INDICATORS1. Flawless execution of all aspect of operations- handling enquiries , preparing costings, international and external communications and file operations including from the team members reporting to you 2. Number of complaint resolved vis-a-vis number complaints received3. Adherence to quality audit 4. Maintaining and ensuring profit margins as decided by the company5. Willing to be flexible and take on any jobs given to them by his supervisor even if outside the ambient of this KPA UNIQUE SKILLS AND KNOWLEDGE Excellent spoken and written communication Destination knowledge Service orientated Flexibility Eye for detail Ability to inspire and build a team
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 2-5


Tour Planner | Travel Agent
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