I. JOB DESCRIPTION

1. Job purpose

The Operation Executive is responsible for the accurate end-to-end execution and control of tour operations - from booking confirmation through on-tour delivery to post-tour settlement. The role ensures every service is correctly booked and verified ahead of arrival, guides are fully documented and supported, supplier and guide relationships are maintained to secure quality and availability, and travellers (including luxury and FIT clients) receive a consistently high standard of service. The Operation Executive is the operational backbone that turns confirmed sales into flawless on-the-ground experiences while protecting service quality, cost control, and the company’s reputation.

2. Accountabilities / Main Responsibilities

- Execute and control all operational bookings and maintain accurate, up-to-date records in the master file.

- Prepare and issue complete travel documentation to guides and manage all operational materials for each tour.

- Build and safeguard strong supplier and guide relationships to guarantee service quality and availability.

- Provide proactive on-tour support, resolve operational issues, and keep stakeholders informed.

- Deliver tailored, premium service to luxury and FIT travellers.

- Manage guide cash advances and ensure timely, accurate settlement of tour expenses.

- Uphold quality standards from booking to execution and drive continuous improvement from feedback.

3. Responsibilities / Tasks

3.1 Booking Execution & Data Management

- Receive and process bookings from the Sales team for all operational services - coaches, restaurants, optional tours, activities/classes, train tickets, bicycles, entertainment, home-hosted experiences, and other customised services.

- Input and maintain accurate, complete booking details in the master file for tracking and follow-up.

- Review all bookings to ensure accuracy and completeness at least five (5) working days prior to customer arrival.

3.2 Travel Documentation & Operational Materials

- Prepare and organise travel documents for tour guides, including itineraries, vouchers, and briefing notes.

- Communicate special requests, notes, or requirements with the line manager to ensure guides are thoroughly briefed.

- Manage and control operational materials / tour paraphernalia (e.g., uniforms, welcome signs, caps, water, tissues) to ensure availability for every tour.

3.3 Supplier & Guide Coordination

- Build and maintain strong relationships with suppliers, partners, and tour guides to secure service quality, availability, and long-term collaboration.

- Coordinate guide assignments and support guide operations before and during tours.

- Arrange replacement guides promptly in the event of emergencies or last-minute changes.

3.4 On-Tour Support & Issue Resolution

- Provide timely, proactive support to guides during tours to ensure smooth execution and high service standards.

- Handle operational issues by coordinating with the Sales team and supervisor, proposing appropriate solutions or compensation to maintain customer satisfaction.

- Follow up on tour progress and report any issues or updates.

3.5 Customer Experience & Quality Assurance

- Support the handling of customer feedback and complaints, ensuring timely resolution and sustained satisfaction throughout the tour.

- Conduct regular checks to ensure all aspects of the tour, from booking to execution, meet company quality standards.

- Gather feedback from guides and travellers post-tour to identify opportunities for improvement.

3.6 Luxury & FIT Group Servicing

- Tailor tour arrangements to the specific needs of luxury and FIT (Free Independent Traveller) groups, ensuring personalised, premium delivery.

- Act as a point of contact for luxury travellers and FIT groups, ensuring preferences are met and expectations exceeded.

3.7 Expense Management

- Prepare and process cash advances for guides.

- Ensure timely and accurate settlement of tour expense balances.

3.8 Coordination & Reporting

- Coordinate with regional and branch operations teams to ensure smooth, seamless operations across locations.

- Update booking status and maintain accurate operational records and reports.

4. Performance Standard

- 100% of bookings reviewed and confirmed at least five (5) working days before customer arrival.

- ≥ 98% accuracy of booking data maintained in the master file.

- 100% of guide travel documents prepared, complete, and briefed before tour departure.

- Replacement guide secured within [X] hours for emergencies or last-minute changes.

- ≥ 95% on-time settlement of tour expense balances and reconciliation of guide cash advances.

- Operational issues acknowledged within [X] hours and resolved or escalated within agreed timelines.

- Customer satisfaction score ≥ [target], with complaints resolved within agreed service levels.

- Zero stockouts of operational materials for scheduled tours.

5. Authority

- Communicate directly with suppliers, guides, and service providers to arrange and confirm bookings within approved rates and budgets.

- Assign, reassign, and arrange emergency replacement guides.

- Issue cash advances to guides and approve routine tour expenses within delegated limits.

- Propose compensation or solutions for operational issues within delegated authority; escalate matters beyond threshold to the line manager.

- Request information, approvals, and clarifications from Sales and other departments to complete operational delivery.

II. REQUIREMENTS

1. Knowledge & Experience

- Diploma or Bachelor’s degree in Tourism, Hospitality, Business Administration, Languages, or a related field.

- 1–2 years of experience in tour operations, a DMC, or travel operations; inbound tourism experience preferred.

- Familiarity with booking / tracking systems, master-file management, and supplier networks.

- Good English communication skills (written and spoken); an additional language is an advantage.

- Working knowledge of destination services, guide management, and tour logistics.

2. Skills & Competencies

- Excellent organisational and time-management skills with the ability to multitask under pressure.

- Strong problem-solving skills and sound judgement in fast-moving, on-tour situations.

- Strong communication and relationship-building skills with suppliers, guides, and customers.

- Numeracy and accuracy for cash-advance and expense management.

- Proficiency in MS Office / Google Workspace and booking / tracking tools.

3. Personal Attributes

- Service-oriented, proactive, and resourceful.

- Reliable, detail-driven, and accountable.

- Calm and composed under pressure and during urgent operational needs.

- Flexible with working hours - tours may run on weekends and holidays, with on-call availability for emergencies.

- Collaborative team player across regions and functions.