Reservation & Operation Manager

23 hours ago


Singapore TOUR EAST SINGAPORE (1996) PTE LTD Full time

The Travel Operations Manager manages all aspects of travel operations including reservations, travel coordination and customer support. He/She has overall control over day-to-day operations.

He/She is service-oriented with strong multi-tasking skills. He/She guides the reservation operations teams to address any customer feedback and vendor management issues. He/She is able to think clearly in emergencies and ensures smooth tour operations in accordance with schedules.
- Conduct training on service standards for employees.
- Develop corporate governance measures.
- Develop disaster relief, incident and contingency guidelines.
- Develop safety and security guidelines for developed schedules.
- Ensure accurate and timely reporting of vendors' performance.
- Ensure tour operations follow regulations including visa and immunisation requirements.
- Evaluate how latest technology trends can be leveraged on to improve productivity and innovation.
- Evaluate performance of travel operations teams.
- Gather and analyse feedback for operational improvements and product development.
- Implement department's recruitment and retention efforts.
- Manage budgets in accordance with departmental work plans.
- Manage customer issues and disputes.
- Manage escalated contractual issues with existing vendors.
- Monitor adherence to service level standards by vendors.
- Monitor vendors' adherence to safety and health guidelines at sites.
- Propose department's budgets for management approval.
- Provide on-the-job training to staff.
- Recommend improvements to customer service experience.
- Review customer demand data to support the product and experience development department.
- Handle FIT/Group reservations operation



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