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Regional Travel Logistic Manager
1 month ago
MAIN SCOPE AND PURPOSE:
To ensure that all Mad Monkey guests have the best travel experience by providing our guests with reputable and reliable travel and tour companies. Being responsible for liaising and building relationships with bus, transport and tour operators, whilst making sure Mad Monkey is negotiating the best possible commercial agreement.
Curating and costing in-house Mad Monkey tours in line with current market trends in order to offer Mad Monkeys guests a unique, safe and unforgettable travel experience with a considerable focus on revenue maximisation.
The Travel Logistics Manager is accountable for the research, provision, implementation & smooth running of all Mad Monkey Travel logistics and operations. You will work collaboratively with the Global customer experience/travel, Regional operations, and finance & administration teams. You will be on-call outside of normal hours for solving travel logístical problems as they occur. You will also make recommendations to improve services and monitor competitor services when they may be threatening. This role will be the Mad Monkey Travel contact for all external travel operators in Vietnam.
Building strong relationships with suppliers by ensuring Mad Monkey’s core values: Curiosity, Positivity, Courage, Sincerity and Family spirit have visibility within the business.
Main duties and responsibilities:
- Possess an excellent understanding of Vietnam’s geography & travel routes.
- Possess the ability to build relationships with necessary stakeholders in order that they can be effectively managed and motivated to achieve outcomes.
- Responsible for ensuring all tours and travel in the region have been fully risk assessed in line with Mad Monkey best practices.
- Ensure that all 3rd party operators that Mad Monkey partners with a fully compliant with local law, and have required licences and insurance policies.
- Have the ability to plan the most cost-effective and valuable movement for Mad Monkey customers around Vietnam.
- Develop and maintain a measurable system for monitoring the performance of Mad Monkey travel providers - external and internal
- Work with Hostel General Manager and the marketing team to ensure accurate travel information is accessible in all the region’s locations.
- Manages the customer journey and looks for ways to enhance the experience whilst being commercially minded.
- Innovating and implementing new events and tours and ensuring the events and tours are executed to a high consistent standard.
- Drives conversion of honest reviews from satisfied guests.
- Ensure each location in the region is providing guests with up-to-date and relevant tour waivers. Additionally, it will be the responsibility of the Regional Travel Logistics & Operations Manager to make sure hostel team are fully aware of the importance and are trained on the implimention and use of when to use tour waivers.
- Integral part of the Operations team and executes management initiatives.
- Consults with hostel General Managers, Regional Operations Manager, Regional HR Manager and Regional Operations Manager to define requirements to recruit, train and develop our teams and future talent.
- Oversees and executes training and development to ensure competence and a consistent and documented path of progression for all team members.
Recruitment and Onboarding
- Manages the end-to-end recruitment process of additional local tour guides with the support of the Regional HR team.
- Manages the issuance of contracts, fixed term or otherwise, with the assistance of the Regional HR team.
- Ensures all CEMs and CERs are fully inducted in the Mad Monkey culture and KPIs and expectations including revenue are set, communicated and formally followed up.
Performance
- Is an inspiring and awesome role model to all.
- Ensures communication is clear and honest with the GMs, the good, bad, and the ugly
- Operates and over delivers in line with KPIs.
- Builds KPIs to reward good performance and support/ manage underperformers.
- To manage actively manage the quality and compliance of all travel products to ensure they exceed guests’ expectations & satisfaction in conjunction with the General Managers, Regional Operations Manager and Regional Human Resources Manager.
- Manages the end-to-end probationary process of the Travel Logistics team and tour guides, supporting the GMs, Regional Operations Manager and Regional Human Resources Manager.
- Monitors online reviews & issues relating to travel & tour matters.
- Represent the company in a fun but professional manner to all internal and external stakeholders.
- Have an excellent understanding of Mad Monkey products & operations
- Have a genuine love for travel and a passion for sharing Vietnamese culture and experiences with our guests.
Commercial Management:
- Reviews and analyses current tours, experiences and activities value to the business, margins achieved and proposes/cost out new and engaging alternativ
