Brand: Discova
Work type: Full time
Location: Ho Chi Minh City, Vietnam, Hanoi, Vietnam
Categories: Wholesale & Product
POSITION PURPOSE:
The Educational Reservation and Operations team leader leads a group of passionate individuals who are committed to consistently delivering an excellent experience and who take pride in their expertise of Discova’s local community offerings and destinations. Your primary focus is to provide excellence operational support to our travelers and deliver impactful community travel experiences. You are an advocate for best practices that empower local communities through job creation and poverty reduction initiatives.
You’re passionate and aligned with our philosophy that is deeply is rooted in Discova's purpose of "Connecting people and places to a world of possibilities." By focusing on a triple win—benefiting communities, clients, and the company— you will ensure each booking is not just profitable but also socially and environmentally responsible. Together, the educational team is responsible for creating transformative travel experiences that leave a lasting impact on travelers and the communities they visit, fostering a deeper connection between people and places.
1. JOB SPECIFICATIONS:
Agent & Customer Service Experience:
Handle customer inquiries within 24 hours and resolve service issues promptly to ensure satisfaction.
Maintain accurate bookings, passenger details, and logistics updates in the system.
Provide timely, clear communication to internal teams and customers.
Project and Product Development
Research and identify gaps in community-based products to recommend market opportunities.
Build and maintain strong relationships with local communities, NGOs, and partners.
Support guide training and accompany groups to ensure program quality and impact.
Business Acumen
Recommend initiatives to reduce costs and improve trip profitability.
Ensure bookings and operations stay within budget and follow company policies.
Leverage preferred suppliers to optimize cost and service quality.
Self-Development
Participate in trainings and stay updated on local projects and community activities.
Continuously enhance knowledge relevant to community-based programs.
Take on additional tasks delegated by the Team Manager.
2. KEY LEADERSHIP COMPETENCIES
Model the Way
Lead by example, aligning actions and performance with company values.
Provide clear, timely feedback and foster a positive, professional team culture.
Effective Communication
Utilize communication tools and meetings to ensure transparency and alignment.
Motivate the team by sharing updates that connect daily work to business goals.
Develop Experts in the Business
Create development plans, train, and mentor team members to build expertise.
Recruit, onboard, and empower staff through effective delegation and coaching.
Business Sense
Analyze budgets, P&L, and wage structures to optimize performance.
Implement cost-saving strategies and manage risks to improve business outcomes.
Create the Right Environment
Build a supportive, empowering culture and resolve conflicts constructively.
Inspire team buy-in by communicating vision and driving collaboration.
Set & Drive Goals and Discipline
Set clear goals, track performance, and hold the team accountable.
Conduct regular reviews, give timely feedback, and ensure follow-through.
ESSENTIAL QUALIFICATIONS AND EXPERIENCE
- University degree (tourism or business related major preferred).
- Fluent in written and spoken English.
- Minimum 2 years of experience leading a team in the travel industry.
- Passionate and knowledgeable about the Community Based travel
SKILL AND ATTRIBUTES
- Well-developed problem-solving skill
- Customer centric with commitment to high standards of service delivery
- Solid collaboration and communication skill (verbal and written)
- High attention to details & strong time/priority management skills
- Strong interpersonal and presentation skills across culture
- Able to work independently or in a team environment
- Flexible rotating roster that may include late nights, weekends and early mornings and flexible with uncertainties/changing priorities and under pressure.
- Willing to travel on business when required
- Proficient with Microsoft Office applications is an advantage.
About Us
To learn more about Discova and our work perks click: https://bit.ly/4hEd88H
Get in touch now and Discova a world of possibilities!
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