Key Responsibilities
- Lead and manage the Thailand teams to ensure efficient and accurate service delivery for key accounts, wholesale partners, and custom FIT requests.
- Oversee and enhance service delivery for ground staff and relevant suppliers.
- Develop, implement, and refine customer service procedures, policies, and standards to meet customer expectations, ensuring high-quality service with minimal complaints.
- Address customer service issues effectively with corrective and preventive measures.
- Proactively support and drive sales of Thailand's in-destination products.
- Develop new business opportunities (B2B and B2C) and expand existing customer partnerships to maximize sales revenue.
- Implement in-destination sales systems to drive local sales for optional tours and excursions.
- Coordinate with the Regional Manager and Product team for resources and support for in-destination sales.
- Improve conversion rates for FIT and IDS (In-Destination Sales) teams.
- Meet and greet VIP agents and customers.
- Explore and develop business and investment opportunities.
- Identify and research asset acquisition targets to enhance value and profitability.
- Develop unique offerings that differentiate from competitors while meeting customer needs and company objectives.
- Ensure collaboration between departments for competitive pricing of new and existing products.
- Ensure timely product delivery for annual tariff production and distribution to overseas travel partners.
- Manage hotel contracting to secure the best rates and value.
- Ensure the reservations team consistently uses the reservation system to process requests.
- Maintain high-quality guides and drivers through training, audits, and compliance procedures.
- Ensure the brand is consistent with headquarters guidelines.
- Develop and implement in-country SOPs and ensure full compliance.
- Maintain accurate and consistent rate loading into the system.
- Act as the senior company representative to government authorities on legal or fiscal matters.
- Maintain regular contact with government authorities, tourism boards, and tax departments as required.
- Update the Regional Country Manager on changes in laws or business practices that may impact the company.
- Oversee account payables and ensure timely supplier payments.
Key Leadership Competencies
- Lead by example in behavior, attitude, and performance.
- Provide clear, concise, and timely feedback.
- Align personally with values and philosophies.
- Effectively use the firm Communication Systems and AM Planner and participate in Weekly Business Meetings.
- Share information transparently to inspire team members.
- Develop personal development plans for each team member.
- Coach and mentor team members.
- Support ongoing training and development of team members.
- Empower team members through appropriate delegation and training.
- Recruit and train new team members.
- Understand and articulate wage packages and individual contributions.
- Analyze team budget, P&L, and financial reports.
- Develop strategies to improve business results and manage contingencies.
- Create a supportive, connected, and empowering environment.
- Demonstrate constructive conflict resolution skills.
- Create a vision and obtain buy-in from the team.
- Drive business and team success using the vision and business plan.
- Set and work to achieve daily goals and deadlines.
- Communicate daily with the team about individual and team sales targets.
- Set clear expectations, follow up, and outline consequences.
- Encourage and assist team members in solving their problems.
- Ensure business objectives are met.
- Conduct monthly one-on-one performance reviews with team members, providing fair, concise, and timely feedback.
About You
The Essentials
- A minimum of a bachelor's degree in Travel, Tourism, Hospitality, Business Administration, or a closely related field. Advanced degrees or additional certifications in these areas are highly desirable.
- At least 3 years of middle or senior management experience, with a track record of successfully managing teams, projects, and operational activities within the travel, tourism, or hospitality sectors. Broader general management experience is advantageous.
- Fluency in both written and spoken English is essential. Proficiency in the local language is highly desirable and will be considered a significant advantage.
