Sr. Mice Operations Executive

About Kuoni Tumlare

At Kuoni Tumlare, we deliver truly inspiring and innovative solutions and experiences that create value both for our Partners and Society at large. Our wide portfolio of products and solutions is built on 100+ years of destination management experience.

Our solutions include series tours, technical visits, educational tours, Japanspecialist travel consulting, as well as meetings, incentives, conferences, and exhibitions. Our product portfolio includes MyBus excursions at destinations as well as guaranteed departure tours devised and delivered by our Seat-in-Coach specialists, Europamundo (EMV) and MyBus Landcruise.

We cater to a wide range of customer needs in close collaboration with our trusted suppliers and powered by our team of destinations experts - enabling us to make a real difference to the world.

About the Business

Our Destination Management services form the core of our business. Together with our destination experts, our sales teams generate business and shape itineraries suited to our customers’ needs with real-time insider knowledge. We take care of everything from ground support, hotel bookings, sightseeing, restaurants, and local guides; all while providing 24/7 customer support so that travelers from over 50 countries can enjoy memorable travel experiences worry-free.

About the Role

This role is responsible to operate tours as per pre-defined standard operating procedures (SOP). Contact with stakeholders within the organization (Sales Office Operations, hotel team, Inbound Operations, third party suppliers). You will be part of Operations team reporting to the MICE Operations Supervisor or Operations Team Leader.

Key Responsibilities

• Ensure not missing the deadlines according to project requirements
• Check purchase orders
• Handle complaint and compensation
• Communicate with all clients during the whole process of sales, including the compilation of quotations and professional offers
• Strictly manage the costs and charges of suppliers
• Follow defined profit margins as agreed within the company and in consideration of client profile, competition and buying rates and in coordination with sales
• Attend on site during the delivery of projects where applicable
• Deliver standard service quality of Projects/Events delivery
• Co-Work with people from different countries
• Reserve and manage changes on all components of a tour prior go ahead stage including hotels, coaches, guides, attractions, etc on the system
• Mantain and deliver agreed levels of service as defined by each event/project during all stages of pre-sale, planning, delivery nd post event regular communication with Manager on development of each project alongside production of appropriate reports
• Create regular and accurate reports of costs and sales values as each project progresses to final reconciliation
• Work within financial constraints of company guidelines for invoicing, client payments, pre-payments, credit control etc.
• Coordinate with Sales on troubleshooting and tour feedback
• Provide continuing service after sales contact with existing customers
• Support local service account queries
• Finalize and print final documents
• Have clear, open and effective communication with Hotel Reservations and Inbound Operations teams as well as 3rd party suppliers
• Plan, prepare and coordinate operations activities within the assigned markets for products and services (Screen and optimize profit of new go-ahead booking, Control confirmations in terms of quality and price , Create Meals Plan and power point presentation to offer to clients, Create excel flowchart of itinerary and services / hotel arrangement, Push pending bookings)
• Ensure effective coordination of all assigned tours, meetings, incentives and events from commencement to conclusion
• Prepare invoices and credit notes including negotiations as necessary
• Implement and adherence to sales procedures and operation guidelines according to each project and respective responsibility

To Succeed in the Role, You Should Have

• Professional Skill of English in both oral and written, other second language will be an advantage (MUST)
• Ability to work effectively with the systems and procedures, attentive to detail, strong problem solving skills and a can-do flexible attitude. (MUST)
• Diploma in Tourism/Hospitality Management or equivalent.
• Professional Skill of Mandarin in both speaking and writing. (MUST)
• Ability to work under pressure and tight deadline
• Ability to work independently, resolve problems and be a trouble-shooter.
• Flexibility in working timing.
• At least 2 year(s) of working experience in the related field / MICE agency is required for this position.

We are looking for a person who is

• Result oriented, creative and energetic.
• Passionate and want to learn tourism business especially wholesale
• Team player and with good communication skills
• Enjoying working in back office & operations

What we offer

• Dedicated Employee Engagement Activities.
• Learning and training opportunities for growth.
• Diverse & Inclusive culture.
• Opportunity to work in an international environment.