The Service Delivery Manager is responsible for overseeing the delivery of exceptional travel services to clients. This role ensures that all aspects of the travel experience, including transportation, accommodation, tours and other services, meet the agency’s standards and client’s expectations. The successful candidate will manage a representative team in handling complaints from inhouse guests and agents as well as arranging VIP visits and/or special tours. They will also be required to assist with problem-solving.

• Manage the end-to-end delivery of services for inbound travellers, ensuring all arrangements (hotels, transport, excursions, etc.) are executed as per the contract and client specifications;
• Ensure that all client needs are met, from pre-arrival to post-departure, delivering a seamless and exceptional customer experience;
• Coordinate with different departments to ensure smooth operations and timely service delivery;
• Act as the main point of contact for clients during their trips, assisting as needed and responding to inquiries or concerns;
• Ensure that all feedback from clients is gathered, analysed, and acted upon to continuously improve service delivery;
• Resolve any client complaints or service issues quickly, professionally and to the client’s satisfaction;
• Lead a team of representatives, ensuring effective communication and teamwork;
• Provide guidance, training and support to the team, fostering a customer-centric culture and maintaining high levels of employee engagement;
• Assign tasks and monitor the progress of daily operations, ensuring that all services are delivered on time and in accordance with the company’s standards;
• Act as the primary point of contact for managing crises or emergencies that may arise during client travel, such as flight delays, accidents or natural disasters;
• Develop contingency plans and risk mitigation strategies to address potential service delivery issues;
• Create, update and renew promotional materials used for direct sales and other purposes;
• Correspond with agents to ensure the requirements are clear and that needs of VIP and Special Guests are met;
• Continuously monitor the VIP and Special Guests itinerary to ensure they have a pleasant stay whilst in Bali;
• Evaluate the guest questionnaires and address negative comments with the respective parties/suppliers, ensuring corrective actions are taken by the parties;
• Assist and support our sustainability efforts within the company and with our partners overseas;
• Continuously evaluate and improve service delivery processes to increase efficiency, reduce costs and enhance client satisfaction;
• Implement best practices and ensure that internal processes comply with industry standards and regulations.

• Strong operational skills;
• Good organisational and planning skills;
• Good decision-making and problem-solving capability;
• Knowledge of the tourism industry (DMC or Tour Operator);
• Product knowledge of Indonesia in general and Bali in particular is an advantage;
• Good analytical skills and business sense;
• Pleasant personality and strong initiative;
• Flexibility and open-minded to work with different cultures and customers;
• Stress resistance is very important – able to work under pressure, prioritise, and multi-task;
• Proficiency in English;
• Fluency in other European languages especially German are an advantage;
• Computer literacy;
• Proactive;
• Excellent interpersonal skills, with the ability to effectively interact with employees at all levels within the organisation;
• Ability to work varied hours.

Submit your CV and cover letter via the link below. Please note that only shortlisted candidates will be contacted.

For more details or about the role or how to apply, contact our HR team at: recruitment@asiantrails.co.id