Operations Manager

Job Title: Operations Manager
Contract Type: Permanent
Location: Beijing
Reference: JOB_000544[387]
Contact Name: Anne Thibault
Contact Email:
Job Published: October 26, 2018 09:45

Job Description

Our client

An international & reputable Travel company is looking to identify an Operations Manager to be based in Beijing.

The Role

  • Provide effective leadership, mentoring and motivation to a successful team of operations staff
  • Deliver continuous improvement of service quality and customer experience
  • Actively and effectively plan and manage resources in line with business demand
  • Develop and maintain key customer relationships through exceptional service quality
  • Develop and maintain key relationships with suppliers and vendors
  • Drive operational efficiencies and performance
  • Responsible for local sales target for inbound operations team
  • Plan strategies to increase and generate greater sales and achieve the set targets.
  • Handle and oversee all enquiries and determine clients’ needs and suggesting suitable travel packages
  • Organizing travel from beginning to end, this includes creative design, sales price set up/costing and quoting, arranging all aspects of travel, providing advice on travel documents/insurance, invoicing the client and supplying agents and their clients with pertinent information and useful travel/holiday materials.
  • Create and introduce new packages.
  • Assist with contracting and negotiation of local suppliers.
  • Responsible for marketing inbound products locally and international.
  • Providing support to the sales team (quoting and preparing tour itineraries in line with client requirements)
  • Working closely with purchasing team to get best deal for clients
  • Support with design and costing for new strategic sales partnerships
  • Negotiate contracts or rates with travel service provider
  • Ensure compliance in all aspects of travel processes, procedures and contracts
  • Ensure client satisfaction through the efficient and effective handling of all client requests, issues or complaints
  • Facilitate weekly internal operational meetings and training as required along with any reporting requirements of your activities for management
  • Provide team members with the appropriate guidance, coaching and training to perform at their best
  • Complete regular and ongoing one on ones and reviews of performance to ensure targets are being met and development plans are created
  • Develop and foster a culture of quality and customer excellence
  • Contribute to the building of a high-performance team by being a proactive leader
  • Provide regular reporting to senior management regarding the operational performance, sales and service delivery


The Person

  • 5 years’ experience in Leisure Travel Operations (ideally Inbound - Outbound also appreciate)
  • 5 years’ experience in customer service
  • At least 3 years previous people leadership experience with the ability to motivate and inspire success
  • Previous experience managing outside vendors, sourcing and negotiating contract services
  • Leisure Travel industry and destination knowledge in China
  • Ability to quickly adapt to and learn new technology interfaces
  • Excellent interpersonal communication skills and a positive attitude
  • Strong planning, prioritising, organising and time management skills
  • Solution focused, with effective decision making and analytical skills
  • Ability to use different training strategies to get the best performance out of the team
  • Proficiency in travel management databases, and Microsoft Office applications