ตำแหน่ง Head of Operations Department

บริษัท Khiri Travel Thailand

ที่อยู่บริษัท Nonthaburi

เงินเดือน สำหรับสมาชิกเท่านั้น

ลักษณะงานที่ทำ
Head Of Operations Department ( Khiri Travel Thailand)
Cover all departments in Operations processes; Operations Department, Customer Care Department, Tour Leaders and Guides Assignment Department, Logistics Department, Documentations Department including Representative Department at the Airport.
+Assist General Manager and Top Management for all operational tasks and special requests for smooth day to day operations and effectiveness.
+Assist to GM for the SOP of the department
+Assist to GM to handle all complain cases and manage the customer care team to handle all cases.
+Managing and Overseeing all tasks of Operations Department.
+Overseeing Customer Care Department
+Overseeing and Conducting Tour Leaders and Guides Assignment Department. +Overseeing Documentations Department.
+Overseeing Logistics Department and all supply.
+Overseeing Representative Department.
+Coordinate and support with Sales teams and Domestic branches and International Branches. +Coordinate with Reservations teams
+Coordinate with all ground services for smooth operations
+Recruitment of the Domestic Staff and International Staff
+Select Suppliers for the transportations and Cost focus.
+DMC Experiences
+Luxury Clients
+B2B, B2C Job Responsibilities:
* Manage delivery of highest quality service to our clients throughout their trip in the country, solve potential problems / complaints, give feedback to agents and internal teams - Lead the Customer Care effort of Company and hereby primarily focus on:
* Collecting and processing customer feedback (received via questionnaires, customer log, agent feedback etc.)
* Develop the strategy to increase valuable client’s most satisfactory to affect the increasing of possibilities of incomes and extra profitability.
* Direct and supervise the operations teams for the continual improvement and optimize for the best performance and results.
* Ensure that valuable accounts and future accounts are maintained, persuaded and attracted .
* Ensuring that information obtained from feedback is recorded and shared with all relevant departments and that proper measures are put in place to ensure that negative feedback is minimized
* Review, Manage, and Monitor each departments s’ performance to ensure that valuable clients experience excellent customer service including Health and Safety at all times.
* Working closely with business partners from all Branches and over the world.


* Monitor Operational Quality Control by utilizing measurement and tracking tools to reduce operational gaffes, clarify training needs and optimize SOPs and efficiencies of operations. * Working closely with supporting departments in the firm and worldwide branches to build the strong relationships and coordinate with sales and marketing, engineering, financing and human resources departments.
* The Operation Manager is also to ensure that the department maintains the Tour Folder (for group series), collects and processes information gained through tour leader report as well as client comments.
* Manage the Assignment Department
* Ensure that only best vehicles are sourced with suppliers and that suppliers are following the standards of service Khiri Travel and our partners expect
* Oversee guide and tour leader management in Thailand by conducting comprehensive reviews which shall lead to best practice in terms of quality of guides, consistency of high service delivery and cost efficiency
* Ensure that the Documentation Department’s work flow is clear and that the team is receiving all information, follows branding instructions, create and share feedback with relevant departments. Assignment / Guide Management
* Ensure adequate health, safety and sustainability checks are in place with suppliers and for travelers and that operational monitoring is ongoing
* In cooperation with our dedicated Quality Control field teams, ensure that our products are correctly operated to their full potential and client satisfaction by guides and stations (written and verbal training together)
* Collect information and compile relevant standard monthly and quarterly reports (i.e. Customer Care Logs, quarterly guide report, top suppliers etc.)
* Ensure that all the department’s Standard Operating Procedures are followed
* Be brand ambassador of the company’s Brand and value proposition to both internal and external stakeholders

Achievements:
: Reduced more than 40% of the costs of Expenses and find alternatives for on field operations. : Clear Communications with Partners and Team with the new process of operations.
: Remained the reasonable costs but putting more services to valuable clients and to organization. : Gaining more of appreciations from valuable customers 30% of the previous years : 100 % of customers focus and encouragement to the team on each of significant. : Build the new trust to new partners and vendors.
: Manage all supply to all branches domestically and internationally.
: 100% Customer focus and understanding of consumer demand and consumption. : Success on Coaching the teams to Focus on customer service excellence.
: Set successful operational supports in terms of Tracking, Coaching, Logistics wise, Team performance and focus on the outcome.
: Negotiations success for the best rates for employment and supply.

ตำแหน่ง Program Director

บริษัท Grand Circle Corporaton ( Overseas Adventure Travel )

ที่อยู่บริษัท Boston The United Stated of Americaand office in Bangkok

เงินเดือน สำหรับสมาชิกเท่านั้น

ลักษณะงานที่ทำ
*Provide Leadership
*Direct the programs and Services to run smoothly. *Plan and Organize to achieve the goal. *Manage and Coordinate with all business operators. *Conduct and plan the programs and services. *Overseeing the programs to meet Standard Of Procedures. *Supervise the ground service providers. *Maintaining the High level of Customers Most Satisfaction. *Maintaining Values of Products and its own program. *Develop Strategies to improve overall Values for customers. *Implementing strategy and plan to achieve the Target goal. *Create and maintain good relationship, Loyalty and trust with Valuable Clients. *Be an ambassador to the valuable clients.

Achievements:
: Score of 100% Customers Focus and Satisfactions and Goals of the Director team. : 100% development in terms of directing, communicating with vendors and valuable customers.
: Success on Coaching and educating partners and vendors for customer’s most satisfactions.

ตำแหน่ง Tour manager, Senior Tour leader,

บริษัท Affordable Asia , Explore UK, Kumuka Australia, Umfulana Germany, Insider Journey, travel indo china

ที่อยู่บริษัท America, United Kingdom. Germany , Netherlands, Australia, Thailand

เงินเดือน สำหรับสมาชิกเท่านั้น

ลักษณะงานที่ทำ
*Focus on Sales and create programs.
*Focus on Direct Customer Relations Management.
*Create and maintain good relationship, Loyalty and trust with Valuable Clients.
*Looking for all of opportunities for those international customer markets
*Provide all of services.
*Maintain customers relationship among company.
*Manage and focus on all sales and all Activities.
*Utilize all of strategies to build the nicest perception for the next step and see channels of possibilities on future sales.
*Implement all of strategies and adapted to work functionally.
*Build the right perception of the brand and make it the words of mouth.
*Be a team player on both leader role and player.
*Analyze the SWOT to make it the nicest experience to all valuable customers.
*Build trusts and brand reminding to customers for the repeats.
*South East Asia Experience as a Trip Leader/Tour Manager
*Provide Leadership though Indo china area countries.
*Direct the programs and Services to run smoothly.
*Plan and Organize to achieve the goal.
*Manage and Coordinate with all business operators.
*Conduct and plan the programs and services.
*Overseeing the programs to meet Standard Of Procedures.
*Supervise the ground service providers.
*Maintaining the High level of Customers Most Satisfaction.

*Maintaining Values of Products and its own program.
*Develop Strategies to improve overall Values for customers.
*Implementing strategy and plan to achieve the Target goal.
*Create and maintain good relationship, Loyalty and trust with Valuable Clients.

*Apply marketing strategy,

*promoting ,
*advertising ,
*Leading International Tourists ,
*Organizing Excursions,
*Promoting and Selling Excursions and Activities including Hotels and Transports ,
*All safety concerns briefing providing.
*Apply all strategies from the head quarter implement with jobs and developing in all tasks.
*Utilize all Contracts to meet Company’s benefit and Goals.
*Run all assigned jobs as per contracts.
*Handle all sites with Domestic and Outbound.
*Focusing on Valuable Customers.
*Build customers relationship that meets company’s missions.
*Maintain the loyalty of valuable customers.
*Being trainer.
*Implement all operations of the company's orders and policy.
*Making sure that all tasks are running smoothly.
*Make sure that all best services are provided to Valuable customers.
*Maintain great relations with both suppliers and customers.
*Making sure that all day to day operations are being monitored and meet customer needs.

*Operate and manage all activities, sports and all assignments of companies.
*Ensure all clients are safe and having a great time and great experiences.
*Utilize all marketing strategies (SWOT) and sales to meet clients most satisfaction.
*Report directly to the Managing Director and Management teams.
*Cooperating with the local supplier agents.
*Leading all customers to organized places.
*Focus on Sales and Profitability


Achievement:
: Achievement of overall satisfactions and services and more than 50% upselling the products.
: Maintain the customers loyalty and repurchasing.
: Excellent Leader Award : Excellent International leading award

ประสบการณ์ทำงานอื่นๆ
My latest Position is Country Head of Operations for Global company ( CWT )

Head Of Operations
+Lead and develop team leaders in delivering Customer Experience at agreed service level and in accordance with CWT standards while optimizing performance.
+Proactively identify and implement solutions to constantly improve service level and performance.
+Responsible in performance management for all staff by providing management and motivation to operations team to ensure a high level of co-operation/communication between teams, among the operations function and with all functions in the organization.
+Lead, coach, mentor and empower direct reports to meet the customer experience and goals both personal and team KPI's.
+Ensure the appropriate levels of suitably trained staff to meet service level.
+Improve on where possible all operations practices.
+Manage client service level and delight customers
+B2B4E
+Over all Country Management
+Monitoring daily operation to meet the most standard.
+Intercommunication with all teams for the key success
+Maintain and ensure that Service Level Agreement to all valuable customers are met.
+Overseeing, Supervising Teams and Handling Customers Feedback.
+Work Closely with Human Resource, Work Force Management and Customer Experience Teams
+Handling voices of customers and feedback for future area of improvements