PURPOSE AND SCOPE OF ROLE
The purpose of the Operations Executive (Operations assistance) is to organize all aspects of tour operations involving TEC, flight from scheduling, booking to monitoring and controlling. Deliver the service to meet contractual service requirements and customer satisfaction.
RESPONSIBILITIES & TASKS
Operations
• Book and confirm all the special activities (TEC) in the North of Vietnam
• Follow up changing, amendment, cancellation
• Solve any problems concerning to TEC if it happens
• Make the debit of all TEC and submit to accountant for setting payment
• Book helicopter service and make the debit to submit to accountant for setting payment
• Print itinerary and documents concerned to that booking to Guide such as: questionnaire, tour report, welcome signboard, welcome pack, welcome kit, uniform, name tag, tipping kitty, guide briefing checklist, bus check list, other forms, etc...
• Prepare letters to confirm pick up time for clients having transfers without guide
• Everyday call or send the letter to hotel to inform clients the time pick up for tour or airport see off (for tour No guide only)
• Ticket administration - Flight and non-flight transportation.
• Coordinate with Ticketing team in Head office to print out air tickets and delivery it to clients if clients arrive in Hanoi ( Delivery to tour guide or send to hotels if tour is no guide)
• Assist the adoptive cases, birthmother when required
• Work assigned by Hanoi Office Manager
Care Supporting
• Assist Hanoi Customer Care with some agents (Indian, Asian markets...) by making phone calls to check about services.
• Assist Hanoi Office Manager and Customer Care in handling customers' complaints about guides, drivers or other services if it happens
• Assist to make care call incase Hanoi Customer Care is off, annual leaves or on vacation
Relationship Management and Reporting
• Maintain relationship with suppliers
• Attend regular training courses to keep up to date with product and sales procedures
• Keep others informed by sharing information. Inform product department of any product feedbacks
Continuous Improvement
• Coordinate with Sales, Customer Care and Product Department for service improvement opportunities

QUALIFICATIONS AND KNOWLEDGE
• Graduate in Tourism, Hospitality
• Knowledge of tourism, geography, foreign cultures
• Extensive destination knowledge
• Basic accounting knowledge
EXPERIENCE
• Experience in tourism industry
• Experience with Tour Guides & drivers
• Basic software program
SKILLS
• Good written and spoken English
• Thorough understanding of MS Office (Excel, Word, PowerPoint etc.)
• Excellent communication and negotiation skills
• Organizational, detailed oriented and time management
• Teamwork
SPECIAL REQUIREMENTS (if any)
• Flexibility to work overtime
• Ability to work under pressure and tight deadline
• Accuracy, carefulness, patient, efficient, organized
• Self-motivated, professional and positive approach