Leisure Executive

2 weeks ago

Singapore DESTINATION ASIA (SINGAPORE) PTE. LTD. Full time

Ensure clear oversight on sufficient staffing resources, optimisation of transportation capacity, routing and guide assignments on a day-to-day basis.
- Attend and response to customer issues & disputes
- Work and mitigate on all relevant contractual issues with existing vendors
- Source for new preferential suppliers and rates
- Monitor vendors' adherence to safety and health guidelines at sites
- Update and maintain a customer feedback/compliment database to support the product and experience development team.
- Schedule tour guiding assignments based on suitability and availability
- Contribute to the creation and implementation of Standard Operating Procedures (SOPs) including the monitoring and adherence to Sustainability and Health & Safety standards for audit purposes.
- Provide assistance in ongoing reviewing of records/information to ensure that work processes are followed.
- Drive innovation and creativity to exploit opportunities for improved operational service delivery.

Work closely with Operation Manager and Head of Leisure to define the operating performance criteria for
- the operations team and delivery of operations objectives and initiatives to support business growth targets and profitability.
- Source and assign a pool of customer focused guides ensuring quality of service, breadth of local knowledge and language ability

Maintain network of contacts, suppliers, tour guides, attractions, restaurants and all auxiliary services that
- attrivutes to the travel industry.
- Issuance of all customer relevant documents pertaining to itinerary and requests.

Reconcile and update all transactions processed accurately in trading system with relevation
- documentations.

In collaboration with the Customer Service Department, support customers journey within destination,
- encouraging a team culture dedicated to delivering high quality services.
- Work closely with all relevant internal departments and and key partners to ensure operational optimisation The onsite support of Destination Asia's team of Guides & transportations and feeding backs any arising
- issues to Operation Manager and Head of Leisure.
- Update and maintain an overall service standard and quality control of vehicles, guides and tours through
- Generating and updating of Destination Asia related statistical records, ie. Arrival list by Agent and Guide.

**Requirements**:

- Experience in the Travel or Tourism Industry, with at least five years in a executive position in customer delivery/customer service within a multicultural/multinational organization.
- Requires a good knowledge of destination's local landscape
- Detailed destination and product knowledge of country or region.
- In depth knowledge of the functioning of all units within a DMC.
- Good organizational skills, meticulous attention to detail, ability to work under pressure including emergency situations and to prioritize tasks.
- Ability to build and maintain supplier relationships
- Be able to work flexible working hours (including some public holidays and weekends).
- Focused on a high degree of customer care and service.

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