Operations Manager
Job Description
<p><span>We are seeking a responsible operations manager with at least 5 years of experience in the tourism industry to take over and manage the day-to-day operations of the business. The role oversees and improves upon the day-to-day operations of our tour company, including reservations, logistics, customer service, and managing booking agents. Our company is rapidly growing, with more products already on the 2023 horizon and many more on the way in 2024.</span></p><p><br></p><p><span>Key Accountabilities & Activities</span></p><p><br></p><ul><li><span>Responsible for the oversight of the day-to-day operations of the company.</span></li><li><span>Overseeing the operation of each of the tours, making sure they are running to a high standard.</span></li><li><span>Manage and support staff, and coordinate staff resources.</span></li><li><span>Operating our booking software, and training its use among new members of staff. </span></li><li><span>Responsible for managing relationships with local providers.</span></li><li><span>Ensure all tours meet their financial targets through tracking expenditures and revenue and, as appropriate, taking action to affect either.</span></li><li><span>Coordinate any inventory/stock-take activities required in their area, ensuring sufficient stock remains on hand and reducing stock loss or waste.</span></li><li><span>Managing commissions of independent agents and ensuring they are paid in a timely manner. </span></li><li><span>Managing the scheduling of all tours. </span></li><li><span>Develop and implement policies and procedures to ensure efficient and effective operations.</span></li><li><span>Develop and implement strategies to contribute to the continued improvement of operations.</span></li><li><span>Working with other managers and departments to coordinate efforts and achieve common objectives.</span></li><li><span>Proactively address issues and solves conflicts that can occur during the day-to-day operations of the company.</span></li><li><span>Promptly respond to incidents and other events as necessary.</span></li><li><span>Support the Directors in related duties as assigned</span></li></ul><p><br></p><p><strong>Managing a team</strong></p><p><br></p><ul><li><span>Manages a team of guides to include their on- and off-the-job training, daily attendance, grooming, coaching, appraisals, and personal development plans.</span></li><li><span>Plan, book, and deliver on- and off-job training as required to ensure the best possible service standards as well as colleague development.</span></li><li><span>Recruit efficient colleagues, and develop and train them to be future leaders.</span></li><li><span>Openly communicate appropriate and valuable information through various channels, including department meetings and briefings.</span></li><li><span>Ensure departmental policies, procedures, and performance standards are implemented and maintained throughout their area.</span></li><li><span>Participate in daily operations alongside their colleagues, setting a positive example.</span></li><li><span>Foster a harmonious atmosphere among colleagues in their area and bring team members together through team activities.</span></li></ul><p><br></p><p><strong>Guest Services</strong></p><p><br></p><ul><li><span>Work with management colleagues to establish the department budget and set yearly goals to achieve maximum sales and net revenue.</span></li><li><span>Facilitate efficient, convenient, and secure entry processing.</span></li><li><span>To generate financial and attendance reports as required for daily, weekly, monthly, and yearly periods using MS Excel and our online booking software.</span></li><li><span>To work closely with other departments to coordinate promotions that increase attendance</span></li><li><span>Identify financial and operational opportunities to maximize the business’s profit and efficiency.</span></li><li><span>Approve ticket extension requests and complimentary ticket requests when necessary.</span></li><li><span>Handle any routed guest complaints, take corrective action, and route related communications to appropriate colleagues.</span></li></ul><p><br></p><p><strong>The ideal candidate should have:</strong></p><p><br></p><ul><li><span>Educated to degree level or equivalent</span></li><li><span>Have 5 Years of experience in the tourism industry</span></li><li><span>Minimum of three years of guest service experience.</span></li><li><span>Previous operations management experience</span></li><li><span>Experience in managing a team </span></li></ul><p><br></p><strong>About the company</strong><p><br></p><p><span>Our passionate team provides unforgettable experiences to travelers who are looking to explore the hidden gems of Saudi Arabia. Our tours are carefully crafted to showcase the diverse and rich culture of the kingdom, and we take pride in providing an authentic, immersive experience. </span></p><p><span>Our first product, </span><span>Celebration of Saudi is the perfect introduction to Saudi Arabia, offering guests a fun and interactive tour of the kingdom’s gastronomic highlights while showcasing the kingdom’s cultural heritage with hands-on activities designed to entertain as well as educate. From learning how to fit your own Shemagh or Hama (Arabic jewelry), to blending your own spices and infusing smoked water, Celebration of Saudi is not just a feast, it’s everything the first-time visitor needs to experience.</span><span> </span></p><p><br></p><p><span>The company is planning on activating 20 further tours in 2023 with more on the horizon for 2024.</span></p>
