JOB PURPOSE
This is a leadership position
Our Leaders focus on People and results, they engage, collaborate, inspire others and they consistently act as a role model. Our Leaders develop a culture where all their colleagues possess the skills, knowledge and confidence to work safely, feel respected and are engaged in helping everyone stay safe.
Job Purpose
The successful candidate will plan, direct and manage all aspects of dnata Travel’s, UAE based, Destination Management brands, Arabian Adventures (AA’s) and Gulf Ventures (GV), day-to-day operations, ensuring the highest levels of service delivery and safety for all in-resort customers, in order to maintain and enhance the company’s image and reputation as the leading DMC in the Gulf region.
Job Accountabilities
Operations Managers in Resort
The In-resort services unit manages all day-to-day activities of AA’s sales and service teams in the UAE, including Hotel Representatives, Airport Representatives, Tour Guides and Concierge Sales.
– Manage the day-to-day operations of the respective Operations sub-units, ensuring the highest possible service and safety standards for both customers and staff, in order to maintain and enhance AA’s reputation in all markets.
– Directly accountable for meeting the budgeted revenue targets for sales of excursions by the Hotel Representatives and Concierge Sales teams, the jobholder will continuously monitor and manage the latter’s performance and take any corrective action required.
– Ensure the company’s pool and database of freelance guides is kept updated in order to guarantee the availability of the highest possible number of qualified staff at any given time. Requirements will include manning of daily operations as well as large, ad-hoc group movements. Management of freelance staff will require appropriate training procedures, maintenance of SOPs, etc.
– Manage existing contracts for hotel desks in Dubai and identify opportunities for desks in additional hotels in order to maximise AA’s revenue potential. Negotiate the best possible rental agreements with the hotels and submit for approval and signature. Coordinate signage and interior decoration with the Campaign and Communications Manager.
– To work jointly with Manager Operations AA in planning and implementing the opening of other Arabian Adventures offices in the UAE and the region, in order to enhance the company’s productivity and to increase revenue opportunities. This will include the establishment of business cases outlining medium- and long-term revenue and cost projections.
– Co-ordinate and manage the departments training requirements and day to management of the dedicated Learning and Development Officer for AA. Ensuring staff training needs are being met along with the business needs and market trends.
– Manage the recruitment, regular training and performance of the unit’s staff, in line with HR policies and procedures, to ensure the highest possible service standards as well as the staff’s welfare. Ensure that all relevant operational manuals are maintained and updated regularly.
– Implement, monitor and ensure compliance with safety systems and procedures set in co-ordination with the dnata Safety Department, in order to minimise the risk to customers and staff as well as to enhance AA’s reputation with the overseas tour operators as a reliable and safe partner.
– Responsible for AA’s Campaign and Communications Manager which includes overseeing tours and safari collateral and communications to our customers. This includes brochures, social media and adhoc material to ensure content is relevant, aligned and within group guidelines.
– Recommend and design innovative and tailor-made products to enhance the company’s product portfolio and:
– Ensure that AA maintains its leading edge;
– Create additional revenue sources;
– Offer new products to repeat guests. This will entail permanent monitoring of competitors activities, market trends and consumer preferences for excursions in the UAE market, as well as consultation with AA’s other business units.
– Manage and maintain excellent rapport with suppliers in order to facilitate contracting, negotiations and product development, and to resolve any day-to-day product related issue.
– In liaison with AA’s Manager Operations, prepare a yearly budget for the sub-unit and manage operational expenses after approval by senior management. Control all financial aspects of the units through cost-effective and efficient running methods, ensuring resources are used creatively and effectively to maintain favourable cost/revenue ratios, in keeping with the company’s standards. Check and approve all day-to-day operational costs, including payments to suppliers and freelancers.
QUALIFICATIONS & EXPERIENCE
– Degree or Honours
Experience
– 10 years experience in Travel and tourism management
Knowledge/Skills
– Credible global work experience within a large travel organisation for a minimum of 5 years.
– Experience of working within a multinational / multicultural environment.
– In-depth first-hand knowledge of the functions of a DMC’s operations unit.
– Ability to deliver results.
– Logical and systematic problem solving and decision making skills.
– Ability to lead a team and be able to work with others in a team.
– Good negotiation skills.
– Excellent organisational skills.
– Excellent written and oral communication skills in English.
– Knowledge of tours and safari’s market in UAE an advantage.
Other
– Driving licence.
– 24/7 availability (except during annual leave).
– Networking requirements include entertaining Government department, suppliers and / or clients.
SALARY & BENEFITS
We offer an attractive tax-free salary, paid in Dirhams, the local currency of the UAE. The Dirham is linked to the Special Drawing Right of the International Monetary Fund and it has been held constant against the US dollar since the end of 1980 at a mid-rate of approximately US$1=Dh3.66. This managerial role has extensive travel benefits, excellent leave and health care packages, accommodation and transport benefits, life insurance and other employee benefits making the role attractive to high performers. By viewing the ‘Dubai Lifestyle’ section in the careers website you can also consider the many benefits of Dubai as a location to live and work in.
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