Senior Executive Assistant – Tour Operations & Customer Experience

Full Time

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!