OPERATIONS MANAGER, HALONG BRANCH

The purpose of the Operations Manager role is the management of operations in Halong Bay, both in the office and on board the boats. Additionally, offer support and direction to Technical Manager, Executive Chef and Cruise Managers regarding day to day maintenance, service, cleanliness and food quality on board the boats. The OM will perform such duties under the supervision and direction of the BD.

RESPONSIBILITIES TASKS

Office Operations

• Oversee operations of the Halong Branch

• Works and Manages the workloads of office staff

• Assess and suggest improvements to increase efficiency and productivity in the operations

• Encourage and practice inter departmental teamwork and cooperation

• Identify and resolve operational problems

• Insure the office is maintained in an organized and clean condition

• Insure proper filing and documentation of office paperwork as required

• Organize weekly staff meetings

• Implement the requirements of the Branch Director

• Liaise with local authorities on a required basis

• Assist HR of hiring employees and to develop manpower plan for the Branch

• Participate in the recruitment and selection of staff on boat

• Together with BD, evaluate guide performance bi-annual

• Support Purchasing helping to identify suppliers when needed

• Assist PE as needed and insure proper standards of goods purchased, delivery procedures and warehousing

Ship Operations

• It should be cruising on all boats once in awhile to check the quality and standard of services provided onboard.

• Coordinate with CM’s on quality control, service, sanitation and safety

• Collect GCC cards daily and investigate complaints and problems with CM’s

• Determine solutions for complaints and problems with CM’s

• Assist BD with customer and operations with inquiries and problem resolution.

• Report serious problems and complaints to BD immediately

• Collect CM’s daily reports and insure CM’s are listing all complaints, problems, deficiencies, product and cleanliness issues on reports.

• Prepare weekly report listing all complaints and problems and their resolution status

• Assist TM and Captains with Occupational Health and Safety and fire prevention procedures as required

• Participate in meetings with the Branch Director and Cruise GM’s as required

• Monitor and assist the TM with the technical maintenance and repair schedule as per BD’s approval.

• Liaise with HOD’s and investigate loss and /or incident reports

• Conduct periodic ship inspections and document results

• Stay overnight on ships to monitor service and SOP compliance as required (typically once weekly, more often if necessary)

• Monitor admin procedures for ships documentation and coordinate with local authorities all legal issues.

• Monitor daily operational expenses to meet and not exceed budget (including fuel cost, F&B cost and passenger fees)

Reporting

• Report on operations to BD on a monthly basis (this include an analytical report on performance and outlook of each month)

• Report on losses and incidents to BD on an as required basis

Continuous Improvement

• Identify areas for continual improvement of operations and product that include on board and excursions.

• Keep others informed by sharing information

QUALIFICATIONS AND KNOWLEDGE

• Tertiary studies in Tourism, Hospitality, Economics or Business

• Certificate in Management

• Knowledge of tourism, geography, foreign cultures and HL destinations

EXPERIENCE

• Minimum 3 years management experience

• Operations experience essential (in a similar role and industry preferable)

SKILLS

• Excellent – Written and spoken Vietnamese

• Good – Written and spoken English

• Good – Communication and interpersonal skills

• Good – MS Office (Excel and Word)

• Good – planning and organizational skills

• Basic – Accounting, Purchasing, Technical

SPECIAL REQUIREMENTS

• Flexibility to work overtime

• Ability to work under pressure

Work in Saigon Head Office, 33 Le Trung Nghia, Ward 12, Tan Binh District, HCMC.