Senior Executive Assistant – Tour Operations & Customer Experience

About This Role

Location: Dubai, UAE

Full Time

We are seeking a senior-level Executive Assistant to act as a strategic partner to senior leadership while overseeing critical aspects of tour operations and customer experience. This role goes beyond traditional administrative support—requiring operational ownership, decision-making authority, and the ability to drive service excellence across all touchpoints.

The ideal candidate brings strong experience in the travel or hospitality industry, demonstrates leadership in fast-paced environments, and has a proven ability to optimize operations while maintaining a premium customer experience.

Key Responsibilities

Executive & Strategic Support

* Act as a right hand to senior leadership, supporting both strategic and operational initiatives

* Manage complex calendars, priorities, and high-level travel arrangements

* Prepare executive reports, dashboards, and performance analysis

* Lead internal coordination across departments on behalf of leadership

* Anticipate business needs and proactively implement solutions

Tour Operations

* Oversee end-to-end tour operations, ensuring seamless execution across all services

* Manage relationships with key suppliers (transport, guides, hotels, partners)

* Supervise and support operations staff, coordinators, and guides

* Implement and improve SOPs, workflows, and operational systems

* Monitor operational KPIs and drive continuous improvement

* Handle escalations and critical issues with full ownership

Customer Experience

* Define and maintain high service standards across all customer interactions

* Oversee customer communication channels (email, platforms, phone)

* Personally manage VIP clients and high-value bookings

* Resolve escalated complaints with professionalism and commercial awareness

* Analyze customer feedback, reviews, and NPS to improve service delivery

Commercial & Administrative Oversight

* Support revenue optimization through pricing coordination and upselling strategies

* Oversee booking accuracy, invoicing, and payment tracking

* Work closely with finance on reconciliations and reporting

* Ensure compliance with company policies, contracts, and service standards

Process Improvement & Systems

* Lead implementation of operational tools (CRM, booking systems, automation)

* Identify inefficiencies and introduce scalable solutions

* Develop internal documentation, training materials, and SOPs

* Support digital transformation initiatives within operations

Qualifications

* 5+ years experience in executive support, operations, or tourism/hospitality management

* Proven leadership or supervisory experience

* Strong background in tour operations, DMCs, or travel companies preferred

* Excellent organizational, analytical, and problem-solving skills

* Ability to manage multiple priorities and make decisions under pressure

* Advanced proficiency in Microsoft Office / Google Workspace

Languages

* Fluent in English (required)

* Additional languages (German, French, Spanish, Arabic, etc.) highly preferred

Personal Attributes

* Strategic thinker with hands-on execution ability

* Strong leadership and team management skills

* High emotional intelligence and customer sensitivity

* Results-driven with a strong sense of ownership

* Ability to represent the company at a senior level

We look forward to receiving your application!