Associate Director Operations
Fursan Travel
مجموع سنوات الخبرة :16 years, 3 أشهر
Responsibilities:
Lead and develop Operation Managers, team leaders or travel consultants in delivering travel agency operational services at agreed service levels consistent with company standards while optimizing performance
Proactively identify and implement solutions to constantly improve service levels and performance
Oversee the company’s local Call Management System to improve operations efficiency and optimize client service delivery.
Guide, rectify and lead the team to perform world class travel solutions
handle the complete operations of the business including business development and revenue management .
Overall responsibility and accountability for Corporate call center
Prioritize new use cases and resource allocation
Aligns key stakeholders, Communicates with the Board community
Performance Management :
Provide management and motivation to the operations team.
Ensure a high level of cooperation/communication between teams, among the operations functions and with all functions in the organization. (e.g. account management, finance, sales and IT).
Lead, coach, mentor and empower direct reports to meet the operational goals
Manage, motivate and provide direction to direct reports to achieve agreed targets.
Maximize team productivity through ongoing reporting, feedback and counseling
Goal setting, review and appraisal process of team leaders
Constantly drive direct reports to achieve their personal and team KPI’s. Monitor and provide feedback on a daily and weekly basis.
Complete monthly individual reviews with direct reports and front line travel consultants covering their KPI’s and defining resulting action items and/or personal development plans.
Provide performance counseling where necessary, both re-actively to improve performance and proactively to foster professional development.
Monitor and report on all issues pertaining to the operation, escalating and closing off all risks
Recruitment :
Monitor team activity and workload in order to identify recruitment needs and seek approval.
Hiring of operations team leaders and provide guidance on recruitment to direct reports.
Handling all the customers complains &issues relating to the operation -making sure that the operation team are serving the customers smoothly and do their best to satisfy customer needs.
Continuously motivate staff, team leader and managers to achieve monthly sales.
Assist in the development of operational policies and procedures
Manage Client Service Levels
Provide the highest levels of service delivery to clients and stakeholders.
Manage daily service levels across all communications channels:
Telephone and email service factor monitored and met
Transaction processing time, i.e. turnaround time
Ensure, in coordination with account management, that all team members are aware of client travel policy and service level requirements and participate in client meetings when required.
Ensure all transactions are charged and that open transactions are investigated and processed in a timely manner
Create a Customer First culture and manage culture Change
Provide and maintain a safe working environment, equipment and systems of work
Following up new business opportunities and setting up meetings
Developing new business and maintaining client relationships,
Planning and preparing presentations .
Promote the company’s products/services addressing or predicting clients’ objectives
Prepare sales contracts ensuring adherence to law-established rules and guidelines
Provide trustworthy feedback and after-sales support
Build long-term relationships with new and existing customers
Ensured the highest possible quality of assistance and service to guests during their stay.
Serves the customer by understanding their needs and recommending the appropriate features and
services that best meet their needs.
Monitors reservation sales agents while on phone calls.
Manages day To day operation ensuring the quality, standards and meeting the expectation of the customers on daily basis.
Supervision of the front desk to ensure a smooth day to day operation. provide training, direction & leadership to front desk staff. Ensure all staff offers outstanding service to the guests & ensure the front office staff follows hotel policy & standards.
Graduates passing this program will acquire various skills that would qualify them to be engaged in the labor market, including: • The ability to interact with the actual needs of the tourism business environment. • The ability to deal with different nationalities and cultures in an appropriate way. • The ability to describe the archaeological and touristic sites in a simple way using fluently the foreign language. • Acquiring the knowledge as regards the political systems of Egypt and those of the various nations in addition to being acquainted with the basics of law and tourism security. • The ability to lead tourist groups, manage work efficiently, and face and sort out the various problems that are normally confronted. • Possessing good morals and following the ethics of the profession.
لقد تم حذف الرابط بسبب انتهاكه لسياسة الموقع. يرجى التواصل مع قسم الدعم لمزيد من المعلومات.