Operations Manager Chinese Travel (Cantonese and Mandarin)

Job Description

<p><p>Gogo Tours Ltd. is a well-established travel company with over 40 years of experience specializing in fully organized group tours. We focus on curated, high-quality itineraries across Asia, Europe, South America, Africa, and beyond, serving primarily Chinese-speaking customers. Our operations are fast-paced, detail-driven, and highly operationally complex.</p><p>We are seeking an <b>Operations Manager</b> to take ownership of tour execution, capacity planning, supplier coordination, and day-to-day operational decision-making.</p><h3>Tour Operations & Capacity Management</h3><ul><li>Monitor tour capacity weekly and prepare forecasts to ensure tours do not sell out unexpectedly</li><li>Recommend when to add new departures or adjust tour schedules</li><li>Confirm which tours proceed based on bookings, margins, and operational readiness</li></ul><h3>Flights & Land Operations</h3><ul><li>Review flight cost sheets weekly to ensure tickets are booked accurately and on time</li><li>Coordinate with land operators and suppliers on hotels, transportation, and tour services</li><li>Work closely with suppliers to resolve operational issues, including urgent or after-hours matters</li><li>Approve customer refunds in accordance with company policy</li><li>Approve wire transfers and operational payments</li><li>Ensure tour profitability by monitoring costs and working with suppliers to renegotiate hotels or services where necessary</li></ul><h3>Planning & Forecasting</h3><ul><li>Create annual tour forecasts (e.g., 2027 planning cycles)</li><li>Support long-term capacity, pricing, and margin planning</li><li>Assist management in evaluating new destinations, suppliers, and tour structures</li></ul><h3>Customer Experience & Quality Control</h3><ul><li>Review and approve customer service communications when required</li><li>Oversee post-tour customer survey feedback and recommend operational improvements</li><li>Ensure consistent service quality across all tours</li></ul><h3>Team & Internal Coordination</h3><ul><li>Assign tour leaders to tours and manage tour leader scheduling</li><li>Act as the central operational point of contact between sales, customer service, and suppliers</li><li>Identify operational bottlenecks and improve internal processes</li></ul><h3>Qualifications & Requirements</h3><ul><li>Excellent organizational and problem-solving skills</li><li>Financially literate with experience reviewing costs, margins, and operational budgets</li><li>Comfortable making time-sensitive decisions independently</li><li>Strong communication skills in English</li><li><b>Cantonese fluency is mandatory</b></li><li><b>Mandarin fluency is mandatory</b></li><li>Ability to work outside standard hours when urgent operational issues arise</li></ul></p>
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