About the Opportunity
This critical role will function at both strategic and operational levels. Operationally, the Touring Manager has responsibility for the safe, successful, and profitable running of all operations activities, in line with standards and policy laid out by Discova. You will be responsible for all operations activities to ensure the delivery of amazing customer services on the ground, handling operational issues and continually improving the ways we operate our products.
Strategically, as a manager you are responsible to build a high performing team who strives for customer excellence and are passionate about living our purpose of connecting people to a world of possibilities.
Responsibilities
- Develop and work on continuous improvements of guidelines, policies, and procedures to ensure consistent deliveries of services while optimizing profits and speed of each process
- Ensure our Tour Guide and Airport Concierge contractors are of highest standard, delivering amazing in destination consistent customer experience
- Ensure quality improvement by organizing spot checks and inspections
- Develop and retain a high performing team
- Network and collaborate often with other leaders within Discova Japan and broader
- Monitor customer feedback constantly
- Develop ways and practices to improve customer satisfaction and feedback
- Resolve on the ground issues with appropriate corrective and preventive measures
- Ensure company health and safety requirements are met by effective communication and briefing with tour guides
- Ensure flawless execution of new product, by conducting trainings on new itineraries with relevant teams
- Understand and provide monthly reports to Country Manager
About you
- Degree in tourism and hospitality is an advantage
- Fluent in national local language and intermediate to advanced level of written and spoken English
- 4+ years experience tourism operation or experience in leading teams in the tourism and hospitality industry is required
About Us
As a leading global destination management company, operating in numerous destinations across Asia, being a part of the Discova team means being in your element.
Discova holds responsible travel at its core, working responsibly with customers, host communities and local business partners to offer the best value, highly rated experiences with customer satisfaction as a hallmark of their service. As a company, we provide thrilling global career advancement opportunities, a wonderful and supportive team culture, distinctive leave benefits, and social events that stand out in the industry.
Discova’s people are homegrown - 95% are locals, blending localised know-how with an understanding of what makes a Discova trip to their home country special.
To be part of the Discova family is to be in your element, and being in your element means: being the best you can be in any situation; doing what you love whatever your role is; and being valued for who you are and what you do; continuing to grow as the world changes; joining a family that creates a world of possibilities.
To learn more about Discova click: https://www.discova.com/
Work Perks!
What’s in it for you: We are renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.
Have fun: At the heart of everything we do at Discova is a desire to have fun. Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and the annual Global Gathering - You'll have to experience it to believe it!
Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
Personal connections: We are a big business founded on personal relationships. “We work globally, live locally” is one of our credos that really makes a difference in our world of travel possibilities.
A career, not a job: We offer genuine opportunities for people to grow and evolve. We back our people all the way, no matter what the results are. We are strongly committed to supporting every single employee in their professional and personal development.
Giving Back: As one of the very few, we are proud to provide corporate social responsibility programmes across all our departments supporting nominated charities through workplace giving, promoting volunteering, and supporting fundraising initiatives through our employee giving and office environmental Programmes. All our employees even can enjoy 1 volunteer day per calendar year.
Get in touch now and Discova a world of possibilities!
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