We are looking for a highly outgoing and client-focused tour desk assistant manager to work with our tour and trekking operations. The role requires the candidate to engage with customers directly as well as via e-mail and social media on a daily basis. The candidate must be detail oriented with great customer service skills and must be fluent in English with flexible working hours. The job also entails creating new itineraries, keeping good relationships with B2B partners and making all the bookings necessary for the tour/trek execution. We are also looking for someone who can help us create and execute new digital content, promotions and business strategies. Our ideal candidate is someone who has experience working in marketing and the hospitality sector.

Roles and Responsibilities 

Client Facing:

• Communicating with clients and potential clients via e-mail, phone & social media
• Answering client queries received through email, phone & social media in a timely manner
• Formulating unique itineraries and costings based on client requirements
• Requesting all the necessary documentation from clients and maintaining it in an orderly manner
• Occasional domestic airport drop/pick up of clients before or after their trip
• Meeting and briefing clients in regard to their itinerary before their trip
• Handling any customer complaints and keeping in touch with the clients throughout the duration of their tour and taking their feedback
• Interacting with B2B partners (fellow agents, airline companies, helicopter companies, hotels) and making the necessary bookings

Internal:

• Researching and making new itineraries to post on company websites
• Develop, implement and manage our social media strategy that is consistent with the company’s brand identity
• Data collection and creating spreadsheets for client data management and hotel occupancy
• Keeping an organized record of clients and potential clients
• Manage all customer touchpoints including our website, and digital media accounts (Facebook, Instagram, Tik Tok), etc.
• Plan and create promotional content for paid social media marketing and digital media campaigns
• Measure and report the performance of digital marketing campaigns
• Use new software for booking/billing purposes and help integrate the new system