The Regional Operations Manager, Indochina is responsible for the operational success of all G Adventures group, independent, custom and charter partner travel programs in Indochina. This role is ultimately responsible for overall customer satisfaction and safety, CEO scheduling and supervision. Acting as a communications and process link between head office, the local office, service suppliers, and CEOs (Tour Leaders), this position ensures all parties involved are able to provide excellent customer service in a cost
effective manner. As well the incumbent will provide leadership for G’s operational functions in the region anddrive the integration of G’s Core Values and culture throughout the local infrastructure.
> Ensure effective Talent management of the Operations staff including: recruitment and selection, coaching and training, KPI management, performance reviews and career development.
> Assist the Director of Operations, South East Asia in Managing the Fiscal Office Operations budget.
> Supervise the reconciliation of invoices for services throughout the region.
> Develop and manage business relationships with suppliers in partnership with relevant stakeholders.
> Represent G Adventures at internal and external events where required to do so.
> Recommend and coordinate process and system change to encourage operational efficiencies.
> Ensure that global sales team is supported at all times.
> Assume a lead role in Critical Incident Management (CIM) in the field, managing local emergency procedures and communicating with head office and other stakeholder as required
> Ensure regional emergency phones are managed and looked after at all hours.
> Work with stakeholders to develop sustainable ancillary revenue generators across the region.
> Work with product team on ensuring trip budgets are accurate, product development, product reviews/improvements, brochure/web content accuracy,
> Ensure Net Promoter Score (NPS) targets are met
> Encourage proper brand consistency and promotion across all operational areas.
> Integrate and promote G Adventures Core Values and Culture through all aspects of the organization.
> Working with the CEO Manager on CEO recruitment, training, disciplinary/terminations, minimizing operational expenses
> Embrace and lead change as the company launches new initiatives
> Daily monitoring of customer feedback, reports, dashboards, systems to ensure to track progress, identify potential issues and to ensure company goals and service standards are being maintained
> Able to regularly travel and take after hours phone calls with head office (Toronto) and other regions as required
> 3+ years experience in a leadership role in the travel industry, and extensive travel in South East Asia required.
> Strong knowledge and practice of: G Adventures company core values and culture, customer service, in depth knowledge of SE Asia region, different cultural realities
> Skills: discretion and confidentiality of office related projects, team worker, participative, ability to call the masses, ability to consult, negotiate and influence others
> Personal Characteristics: charismatic, honest, confident, creative, motivator, speaker, impartial, highly motivated, growth mindset with a positive, pro-active and innovative attitude.
> Commitment to and understanding of the importance of Service
> Excellent verbal communication skills and writing ability.
> Training experience with a flexible and motivational approach.
> Ability to work with a diverse group of departments with sensitivity
> Ability to manage a crisis and take responsibility for the safety of others.
If you have what it takes and want to join an innovative company with the most creative travel product on Earth then apply now!
**We thank all interested candidates however only those chosen for an interview will be contacted.**
To apply you must hold appropriate citizenship or documents permitting you to reside and work in the country.
G Adventures is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.
In 1990, I launched G Adventures with the belief that other travellers would share my desire to experience authentic adventures in a responsible and sustainable manner. We've grown from a one-man show to a company of more than 2,200 worldwide in 28 offices, and from ...