- Conduct training on service standards for employees.
- Develop corporate governance measures.
- Develop disaster relief, incident and contingency guidelines.
- Develop safety and security guidelines for developed schedules.
- Ensure accurate and timely reporting of vendors' performance.
- Ensure tour operations follow regulations including visa and immunisation requirements.
- Evaluate how latest technology trends can be leveraged on to improve productivity and innovation.
- Evaluate performance of travel operations teams.
- Gather and analyse feedback for operational improvements and product development.
- Implement department's recruitment and retention efforts.
- Manage budgets in accordance with departmental work plans.
- Manage customer issues and disputes.
- Manage escalated contractual issues with existing vendors.
- Monitor adherence to service level standards by vendors.
- Monitor vendors' adherence to safety and health guidelines at sites.
- Propose department's budgets for management approval.
- Provide on-the-job training to staff.
- Recommend improvements to customer service experience.
- Review customer demand data to support the product and experience development department.
- Schedule tour guiding assignments based on fit and availability.
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