Tour Operations Manager

ES World is a leading English language school dedicated to providing high-quality education to international students. With campuses in prime locations, including Jumeirah Lake Towers (JLT), Knowledge Park, JBR, London, and 10 ES Camps destinations, we offer a dynamic and multicultural environment that fosters academic excellence and personal growth.

About the Role:

We are seeking an experienced and dynamic Tour Operations Manager to lead and oversee the development, management, and execution of our travel tours. The ideal candidate will be responsible for building unique travel experiences, managing end-to-end tour operations, and ensuring seamless delivery of services to our clients.

Key Responsibilities:

Tour Development & Management:

1. Design, develop, and implement innovative travel tours tailored to diverse markets.
2. Create detailed tour itineraries, ensuring a balance of cultural, recreational, and experiential activities.
3. Oversee the logistics of tours, including transportation, accommodations, and activities.
4. Negotiate contracts with suppliers, tour guides, and service providers.

Operations Oversight:

1. Manage day-to-day operations, ensuring all tours run smoothly and efficiently.
2. Coordinate with local and international partners to maintain high service standards.
3. Allocate resources effectively, including guides, vehicles, and support staff.
4. Handle on-ground issues swiftly to maintain exceptional client satisfaction.

Team Leadership:

1. Lead, mentor, and train the tour operations team to achieve operational excellence.
2. Foster a collaborative work environment and support professional development.

Client & Stakeholder Engagement:

1. Serve as the main point of contact for clients, ensuring clear communication and addressing any concerns.
2. Work closely with the sales and marketing teams to align tour offerings with market demands.

Quality Assurance & Compliance:

1. Monitor the quality of tours through regular feedback collection and service evaluations.
2. Ensure compliance with local regulations, safety protocols, and company policies.
3. Manage risk assessments and crisis response plans for tour operations.

Financial Management:

1. Prepare and manage budgets for tour operations.
2. Monitor expenses and optimize costs without compromising quality.
3. Oversee invoicing, payments, and reconciliation processes with suppliers.

Reporting & Analysis:

1. Track key performance metrics, including customer satisfaction, operational efficiency, and financial performance.
2. Provide regular reports to senior management with insights and recommendations for improvement.

Skills and Qualifications:

1. Bachelors degree in Tourism, Hospitality, Business Administration, or a related field.
2. Minimum of 5 years of experience in Dubai as a Sales Manager or in a related role.
3. Proven leadership skills with the ability to manage and inspire a team.
4. Strong organizational and project management skills.
5. Excellent communication and negotiation abilities.
6. In-depth knowledge of travel logistics, supplier management, and customer service best practices.
7. Proficiency in Microsoft Office Suite and tour management software.
8. Multilingual skills are a plus.

Preferred Experience:

1. Background in working with top-tier travel companies.