Operations

• Closely monitor and reconcile cash books for all ground tours.
• Ensure compliance from ground tour operations, gathering and storing all necessary reports on the server (tour reports, asset inventories, safety drills, site inspections, service quality monitoring, etc.).
• Collaborate with marketing and design staff to create compelling tour-related collaterals.
• Manage all ground excursions across various branches, ensuring seamless coordination.
• Handle all communications with agents and partners for ad-hoc programs such as kosher tours, wellness tours, culinary tours, and charter tours.
• Work closely with the operations manager to coordinate all service providers, ensuring high-quality experiences.
• Oversee individual guest information to deliver personalized services and enhance customer satisfaction.
• Assist with additional operational tasks as required

Customer Care

• Gather client information from all Branch Offices to provide updates to agents.
• Regularly interact with guides and clients, especially VIP clients, ensuring they receive the best possible services and updating all relevant information.
• Anticipate and address potential client issues or direct them to appropriate teams or authorized persons for resolution.
• Collaborate with Operations and Reservations teams, explaining client situations and advising on solutions.
• Assist in special circumstances, including emergencies, by visiting airports or hospitals, managing hospitality desks, check-ins, check-outs, etc.
• Issue incident reports to facilitate insurance claims.
• Resolve product or service issues by clarifying guest complaints, determining causes, selecting and explaining the best solutions, expediting corrections or adjustments, and following up to ensure resolution.

Relationship Management and Reporting

• Gather and analyze client feedback and questionnaires to identify problems and propose solutions.
• Provide instant updates to travel agents about client feedback during and after their tours.
• Report issues to Head Office and Branch Offices to prevent recurrence
• Issue incident reports as required.
• Maintain strong relationships with travel agents/wholesalers and ensure special services are delivered.
• Maintain relationships with tour clients, ensuring ongoing satisfaction and loyalty.
• Collaborate with Sales, Operations, and Product Departments to develop and implement service improvement opportunities.
• Contribute to the continuous improvement of our customer services by providing constructive feedback and suggestions.

Continuous Improvement

• Attend regular training courses to stay updated with the latest trends and practices in the travel industry.
• Keep team members and stakeholders informed by sharing relevant information.
• Proactively research and identify new hotels, transportation options, and other services, staying updated with current promotions and news.
• Suggest new tailored experiences and products for custom itineraries based on requests from sales or agents.
• Continually update existing products to ensure content is unique, accurate, and properly priced.
• Coordinate and facilitate staff inspections and reporting.
• Solicit product input from sales, operations, guides, and MICE teams; keep RPM informed.
• Maintain product resources on the office product server, collecting and coordinating updates from country Supervisors.
• Organize the database in a user-friendly manner, ensuring accuracy and accessibility for all key stakeholders.
• Manage the suppliers’ photo gallery and brochure storage.
• Develop and update the suppliers’ database/contact information for the company.

Salary based on experience and ability

Insurances according to the Labor Code

Other benefits according to the company

• Tertiary studies in Tourism, Hospitality
• Understanding of foreign cultures
• Extensive destination knowledge
• Fluent Japanese (~N1)
• Business communication level English
• Thorough understanding of MS Office (Excel, Word, PowerPoint etc.)
• High proficiency in interpersonal skill
• Ability to listen and active problem-solving skills
• Personable, enthusiastic, self-motivated and able to work independently.
• Professional in demeanour and presentation.
• Must possess strong organization time management skills, attention to detail.
• Minimum 3 years in Travel, Hospitality, Cruise Industry or 2 years in Customer Care Services
• Flexibility to work overtime
• Ability to work under pressure
• Traveled as required