Program Services Manager

We are currently looking for:

Drive Japan tour guides performance management to meet Excellence Goals

Report to: Country Manager, Japan

• Hire and develop strong & skilled tour guides team in Japan who are fit with our company values.
• Develop and lead training and coaching programs for tour guides including annual training, mini-training, one on one training, etc.
• Complete tour scheduling to maximize top performing tour guides.
• Develop and lead team assessment to tour guides and take quality improvement actions per company guidelines including quality improvement plan, one on one coaching, rescheduling, termination, etc.
• Support tour guides to achieve excellence goals including pre-trip briefing, post trip debriefing, ride along onsite support, emergency handling, unfit/difficult travelers’ handling, etc.
• Provide travelers’ surveys and tour guides’ performance results to the team and initiate performance actions on a timely basis.
• Read travelers’ surveys and comments to raise hot issues with recommendations in a timely manner.
• Prepare and distribute biweekly Newsletters to the team to keep the team updated with our business status, operations changes, company initiatives, etc.
• Oversee timely completion with all administrative work related to tour guides.
• Collect feedback from tour guides team to identify product issues to be improved.
• Support monthly audits on accuracy of travel documents about Japan itineraries and web contents.
• Provide 24/7 emergency support on a rotational basis.

• Required languages:
  • English: Fluent, able to speak, read and write effortlessly
  • Japanese: Native proficiency in both written and spoken
• Bachelor’s degree in any related field and Certificate of Travel Agency (“TAⅢ” (Type 3)) or Travel Service Arrangement Agency (“TSAA” (Type 6)) preferred.
• Minimum 5 years of experiences in international travel trade.
• Strong leadership, communication, interpersonal skill, people management, risk management, and change management.
• Result-oriented, attention to details, and quality focus.

Only the potential candidates will be contacted for the interview.

Visit our website at: http://www.oattravel.com, www.gct.com

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