Job Summary:
The Tour Executive (China Department) is responsible for counter sales and coordinating group tours, ensuring seamless operations from booking to the end of the tour. This role involves working directly with customers and providing exceptional service to enhance the travel experience for clients of ASA Holidays.
Key Responsibilities:
- Tour Coordination:
- Following up and servicing customers enquiries or bookings, before and after sales.
- Managing and updating tour schedules, ensuring accuracy and timely delivery of services.
- Customer Service:
- Addressing customer inquiries, concerns and feedback in a timely and professional manner.
- Providing detailed information about tour itineraries, destinations and travel requirements.
- Providing exceptional customer service experience when answering call-in and walk-in enquiries.
- Serving as the primary point of contact for clients during the booking process and throughout their travel experience.
- Booking and Administration:
- Handling tour bookings
- Maintaining accurate records of bookings, payments, and customer interactions in the company's OB reservation system.
- Other Support:
- Assisting Counter Manager (China Department) in any logistic arrangement.
- Coordinating with the operations team to ensure smooth execution of tours and address any issues that arise during the trip.
- Ensuring compliance with travel regulations and company policies.
- Reporting and Analysis:
- Analysing tour data to identify trends and opportunities for improvement.
- Meeting and exceeding sales and revenue targets.
- Preparing tour leader reports on tour performance, customer feedback and operational issues after tours.
Qualifications:
- Education & Experience:
- Bachelor's degree in Travel & Tourism, Hospitality, Business Administration, or a related field.
- Minimum of 5 years of experience in tour management, preferably in a similar role.
- Skills:
- Ability to work independently and as part of a team.
- Excellent customer service and communication skills.
- Knowledge of travel regulations, destinations and industry best practices.
- Proficiency in OB booking system.
- Strong organisational and multi-tasking abilities.
- Attributes:
- Ability to handle high-pressure situations and resolve issues efficiently.
- Able to work on weekends including Sundays and Public Holidays.
- Customer-oriented and enthusiastic with a strong passion for sales.
- Detail-oriented with a proactive approach to problem-solving.
- Effectively bilingual in English & Mandarin to communicate with customers
- Friendly and professional demeanour with a passion for travel.
Please provide the following information in your resume:
1. Reasons for leaving your last employment
2. Current and/or last drawn salary
3. Expected monthly salary
4. Availability
