Inbound Tour Operations Specialist
Job Summary
As an Operations Specialist, you will manage tour programs, coordinate with tour guides, and handle real-time issues to ensure high-quality travel experiences. This role involves a hybrid work style in a multicultural environment with opportunities for annual inspection trips. You will be responsible for tour construction, emergency management, and maintaining service quality standards.
Responsibilities
- Manage tour programs and guide materials
- Oversee and brief tour guides
- Resolve real-time travel issues
- Handle emergency itinerary changes
- Conduct destination research
Required Skills
- Business fluency in English and Japanese
- 2+ years experience in travel operations
- Strong problem-solving and decision-making
- Proficiency in MS Office (Excel, Word, Outlook)
- Excellent communication and negotiation
Job Details
### Job Description
- **Tour Program Construction & Management**: Review and compile incoming tour information in coordination with sales and reservation teams; prepare guide materials, tickets, and welcome gifts.
- **Tour Guide Management**: Brief tour guides on unique selling points and traveler profiles; expand the guide database and lead annual reviews on salary and feedback.
- **On-Tour Monitoring & Problem Solving**: Pre-check all reserved services before clients arrive; monitor on-tour situations via guides, and directly resolve real-time problems with formal issue reporting.
- **Emergency & Contingency Handling**: Manage itinerary changes caused by force majeure such as typhoons, severe weather, or floods.
- **Destination Research & Upgrades**: Inspect local destinations and update information on sightseeing rates, opening hours, and service quality for internal teams.
- **Sustainability Promotion**: Implement and maintain all company commitments and guidelines regarding sustainable tourism.
### Job Requirements
- **Language**: Business-level fluency or higher in both English and Japanese (both written and oral).
- **Experience**: 2+ years of experience as an Operations Executive in the travel industry (DMC, Tour Operator, or Travel Agency). Experience in B2B inbound tours for the European market is a strong plus.
- **Knowledge**: Solid understanding of the tourism sector, destination management, and hotel/tourism operations.
- **Education**: Bachelor’s or Master’s degree in Hotel, Tourism, Foreign Languages, Economy, or related fields.
- **Skills & Traits**: Strong communication, negotiation, and presentation skills. Excellent analytical, problem-solving, and decisive decision-making skills. Proficient in computer skills (Excel, Word, Outlook).
### Benefits
- Social & Health insurance
- Transportation allowance
- Learning & Development Opportunities (inspection trips, E-learning, Leadership training)
- Salary review once per year
- Bonus policy
- Five-Day Workweek, Winter Holidays, Paid Holidays, Child-care Leave, Maternity Leave