Head Of Operations Jobs

Join a dynamic team

Creativity and a genuine passion for responsible travel are at the core of all we do at Khiri Travel. We’re real specialists in each of our destinations, living up to our reputation, we share our passion for discovery. We love what we do and that shows in the team spirit. Dream destinations are our place of work and we take it as our responsibility to care for and ensure they remain fabulous to visit for generations to come. We truly believe tourism can be a force for good.

Our Core Values define our culture.link to:https://khiri.com/khiri-core-values/

The Operations Department at Khiri Travel Indonesia is responsible for delivering high-quality, unforgettable experiences for our clients. Our clients are specialist tour operators from around the world. They trust us with operating cutting-edge programs, with a personal touch. Alongside the General Manager, the Head of Operations (HoO) supervises Reservation, Guide & Transport assignment, Customer Care and Ticketing teams across KTD offices in Bali, Lombok and others to drive operations excellence.

Reporting to: General Manager, Khiri Travel Thailand

Key Responsibilities:

• Delivering hands-on support to Operations department team members in giving timely, value-added response
• Ensuring assigned Tour Guides & vehicles match with types of travelers to maximize highest quality of experience
• Manage call log reports alongside with Customer Care teams
• Screening all incoming bookings and daily workflow assignment
• Maintaining relationship with Preferred Tour Guides & Drivers in line with the company Core Values
• Taking pride in managing efficient work
• Make periodic customer service reports by analyzing tour, call log and complaints & refund reports
• Reporting to Product and Sales Departments on guides & drivers feedback so to maximize commercial efficiency and operation excellence on the ground
• Running weekly operations reports from company system to ensure all services are properly booked and recorded
• Alongside the Quality Control manager, manage periodical projects, such as quarterly quality control checks with suppliers
• Ensure Khiri internal tools & systems to record assignments are consistently & precisely used as per instructions, across the 3 sub-departments and 3 offices
• Ensuring suppliers reservation and data entry are properly managed in a timely manner by dedicated teams in the 3 offices
• Be an ambassador for the Khiri brand and Indonesia as a world-class destination for travelers of any budget
• Scheduling regular guides briefing along with Guide assignment teams across the 3 offices
• Support Customer Care in handling KTD emergency phone (on rotating basis) and making sure travel document are delivered / sent to the customers on time
• Translate your passion for “destination Indonesia” in all your communications
• Solve on the ground situations for our clients with initiative within agreed process

This role profile is not exhaustive; it will be subject to periodic review and may be amended from time to time to meet the needs of the business and changing landscape in sustainability practices.

What we’re looking for:

• Bachelor degree, preferably in Tourism or Business
• Positive attitude and sincere desire to lead by supporting others and open to continuous improvement
• Possess excellent time management and multi-tasking skills
• At least 5 years work experience in Reservation / Operations / Customer Service in Indonesia
• Responsible team player who can also thrive working independently
• Able to work on rotational shift including Public Holidays & weekends
• Fluent in English, a second language an advantage
• Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other stakeholders
• Proven excellence in a cross-cultural work environment

What we offer:

• Competitive Salary
• 12 holidays per year, additional days for each year of employment
• Annual discretionary bonus
• Based at our Bali office
• Full time, 5 days a week, results oriented position. At times, deadlines and time zones may dictate outside office hours work as part of this pivotal position (office is open 6 days a week and open on public holidays)

Note this position is only open to Indonesian Passport holders