About the Company

Our client is specialize in crafting exclusive and personalized travel experiences designed to meet the highest standards of comfort and sophistication. From bespoke itineraries to premium services, we ensure every journey is seamless, refined, and unforgettable.

ROLE SUMMARY

Responsible for ensuring seamless execution of tour programs through operational excellence, vendor management, risk control, and service quality leadership.

A. Operational Governance & Execution

· Oversee daily tour operations and itinerary execution.

· Ensure compliance with company SOPs and operational standards.

· Conduct pre-tour and post-tour briefings.

· Implement contingency planning and crisis management procedures.

· Monitor operational workflow and service delivery performance.

B. Logistics & Resource Planning

· Coordinate end-to-end logistics including air ticketing, accommodation, transport, visa processing, and guide allocation.

· Manage peak season resource planning and scheduling.

· Ensure operational documentation accuracy and compliance.

· Develop operational checklists and workflow improvements.

C. Vendor & Cost Control Management

· Manage vendor relationships and performance scorecards.

· Monitor service quality and operational costs.

· Implement cost control initiatives while maintaining service standards.

· Handle service recovery and negotiate compensation when required.

D. Service Quality & Customer Experience

· Monitor live tour feedback and customer satisfaction.

· Implement service recovery strategies promptly.

· Analyze complaint trends and implement preventive measures.

· Ensure high reliability and service consistency.

E. Risk & Compliance Management

· Ensure compliance with tourism regulations, safety protocols, and insurance requirements.

· Develop risk mitigation plans for high-risk destinations.

· Coordinate crisis response communication and incident handling.

F. Reporting & Continuous Improvement

· Prepare operational dashboards (incident rate, cost variance, on-time performance).

· Lead process optimization and system improvements.

· Maintain operational records and performance reports.

LEADERSHIP EXPECTATIONS

· Strong crisis management capability.

· Calm decision-maker under pressure.

· Cross-functional coordination leadership.

· Drive operational excellence culture.

SLA Consultancy Sdn Bhd

SLA Consultancy Sdn Bhd工作机会，紧急招聘中！

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