- Leads and develops the entire Tour Leader and Event Management team, overseeing all activities of the team in ensuring proper execution of plans and strategy to deliver objectives

- Supervises Tour Leader & Event Management personnel and ensuring accurate execution of their duties. Acts as a mentor to key talents to encourage their professional growth, and to ready them for the succession of higher positions in the future.

- Champions Tour Leader & Event Management skill development to build and improve capabilities through regular Product Trainings, Functional Trainings and partnering with HR to equip necessary soft skill trainings to identified key talents.

- Secures and build sufficient and qualified Tour Leader & Event management talent pool of both internal and external freelancer by ensuring effective allocations of jobs, balancing recruitment of internal resource, attractive yet cost-competitive numeration and benefits and equipping right development programs.

- Continuously improves Operational Processes and Standards of preparation and coordination of pre and post tour excursion meetings, screening holidaymakers’ profiles (inclusive of special conditions and requests), travel document compliances, resource arrangements, post excursion evaluation, learning logs, post trip reports and compliances to financial policies and memorandums in order to drive excellence and attainment of the desirable long term sustainable customer satisfaction.

- Develops and implements Free Hardship Travel strategy and plan to achieve an improved customer experience in the areas of airport transfer, check in, transits, emigration clearance, luggage claim, lose and found, local guides coordination, hotel check in/out, booking arrangements, hotel and other visiting sites facilities, rules and regulation briefs. These aim at putting customer at peace of mind for choosing to travel with World Pop.

- Plays a leading role in Quality Assurance of customer experience by working closely with sales &services, destination management teams and tour leaders in ensuring actual delivery of accommodation, meal, entertainment, transportation, guide, tourist attractions visits and all activities of the excursion meet predefined standard. Variations from standard quality are to escalate to appropriate levels and coordinate immediate trouble shooting when requires.

- Assist marketing team in development of pictural and video marketing contents by coordinating the collections of footages, filming and shooting of the targeted destinations. Coordinates with marketing team to confidentially identify and engage enroute customers who are the key opinion leader and public figure to help promoting World Pop in their social networking platforms.

- Spearhead Brand Ambassadorship among all Tour Leaders and Event Management team to convey accurate and appropriate key Brand Message, CSR initiatives and other tailormade customer dialogue programs to the holidaymakers as per predefine and agreed Standard Talks.

- Keeps the Head of Operation, Chief Operating Officer and Director of Sales & Services abreast of changes in the destination inclusive of new legislations, regulations, new competitor activities, new destination tourist attractions and ideas for new itinerary creations.

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