POSITION OVERVIEW

As an experienced Operations Manager, you are customer-focused, detail orientated and driven to please. You will be responsible for managing a small team of direct reports and will be charged with overseeing all operations Thailand, Cambodia and Laos. You enjoy problem-solving, can think quickly on the spot to find solutions which minimise additional financial outlay and save time and logistically make sense without. You are capable to oversee operational processes including supplier relations and where strong negotiation skills are a must, ensuring consistent delivery of the high standards that A&K is known for. In addition, you will be required to work efficiently and effectively with suppliers across the region including via face to face meetings, email and phone communications. The role may require infrequent regional travel to inspect the existing product and to meet with existing suppliers. You will work closely with other departments, in particular, Product and Sales. You will be responsible for the 24-hour emergency phone (on rotation) and follow through with a service issue or complaint from beginning to end ensuring the Country Manager and relevant staff are well informed throughout the process. The ideal candidate will have a good understanding of the travel industry, a genuine passion for their work, and will be commercially minded. As a service business, our people are our greatest asset and strong interpersonal skills are a must. You will communicate with a high level of written and verbal English skills, present well, meet and greet clients and agents, and professionally liaise with guides and suppliers.

DESCRIPTION OF DUTIES

• Manage and execute the Company Standard Operation Procedure
• Manage and control operations throughout your region of responsibility
• Overall management and assignment of transportation, tour guides, restaurant, ticketing, visa, boat and other services in connection with all bookings operated in the region
• In accordance with company policy, ensure the correct preparation and dispatch of travel documents including but not limited to welcome kit folders, signboard, uniform etc. within branding guidelines
• Oversee and support guest related matters, ensuring customer satisfaction whilst remaining professional and courteous at all times
• Identify and resolve issues and create processes and procedures to ensure long term solutions are implemented
• Provide and support customer service either by phone or face to face when necessary
• Communicate and coordinate in collaboration with other departments within Thailand and regionally within the Southeast Asia team
• Supplier relationship management, commercially grow existing partnerships, ensuring the best rates are obtained whilst maintaining the high level of service A&K is renowned for
• Monitor and report on competitor activities delivering regular updates to the Country Manager
• Create and deliver in coordination with the Country Manager, annual training sessions for existing guides and recruitment of new tour guides which adhere to and meet with the company guide manual
• Submit to management all trade-related local news and product information at your region.
• Regularly report to Country Manager and assists in crisis management to the company
• Ability to build and manage a small team of direct reports
• Administration: annual leave, holidays, standby, attendance list, yearly appraisal your team

REQUIRED EXPERIENCE

• University degree or a minimum of 5 years’ experience as an Operations Manager within the Travel and Tourism Industry
• Proven track record of managing a department successfully
• Strong leadership and management skills
• Experience managing people in a cross-cultural environment
• Ability to flexible and handle multiple tasks in an organized timely manner
• Local knowledge – a good understanding of the region, destinations and products
• Solid experience in procurement processes, negotiations and contracting, data analysis and customer relationship management
• Foreign Language (major English): comprehensively in listening, speaking & writing
• General knowledge about Southeast Asia: culture, history, geography
• Exceptional knowledge of tourism services in Southeast Asia including tourist sites, hotels, restaurants, transportation companies and airlines
• Strong connection to local tourism authorities (airport, port, territory border immigration, custom etc.)
• Excellent communication & negotiation skill
• Computer skill: proficient in Microsoft Office (word, excel & powerpoint)
• Proactive, resourceful, responsible, independent and assertive
• Good customer management and problem-solving skills
• Overtime extension in peak season

DESIRED SKILLS AND ATTRIBUTES

• A Passion for transformative travel and Southeast Asia
• Expertise in Travel Studio or other similar travel industry software preferred but not a requirement
• Attention to detail and ability to meet deadlines while delivering high-quality results
• Strong planning and organisational skills, including the ability to work independently, prioritise activities, meet commitments, and proactively manage time
• Ability to be creative, strategic, analytical, and think outside the box to solve problems
• High-level understanding of operational and logistical tactics
• Presentation and public speaking skills
• Decisiveness, tough-mindedness and assertiveness
• High degree of accuracy, attention to detail and both verbal and written communication skills
• Excellent Microsoft Office skills
• Can represent the Abercrombie & Kent brand in the best light
• Flexibility to travel regionally
• Positive attitude and motivated with an ability to work under pressure

Interested applicants are invited to apply in person or send a cover letter with CV indicating qualifications and experience to Tim Cook Applicable to Thai and Foreign Nationals who are fluent in Thai. Salary will be based on previous professional experience