The Senior Tour Operation Manager is a key leadership role responsible for overseeing and optimizing all aspects of tour operations, quality control, and transport management. This position ensures seamless execution of inbound, outbound, trekking, expedition, and special tours while maintaining the highest standards of service quality, client satisfaction, and operational efficiency. The role involves strategic planning, team leadership, process improvement, and direct collaboration with the MD Office to drive business growth and operational excellence.
Key Responsibilities
Tour Operations Leadership
- Act as the Head of Tour Operations, managing end-to-end operational activities for all tour programs.
- Oversee daily operational tasks including:
- Registration and documentation of all operational files.
- Preparation and submission of daily closing reports after tour completion.
- Reconfirmation of all services (hotels, transport, guides, escorts, activities, etc.).
- Issuance of service vouchers, advance payment slips, and duty slips.
- Management of advance clearance and financial settlements with the finance team.
- Preparation, approval, and distribution of daily operation movement lists.
- Lead outbound tour operations and ensure proper handling of ticketing, documentation, and logistics.
Quality Control & Client Experience
- Implement and monitor strict quality control protocols across all tours.
- Ensure all tour escorts/guides carry official identity cards and maintain professional standards.
- Guarantee proper escorting of clients during airport/hotel pickups and drop-offs.
- Conduct daily client satisfaction calls and maintain quality control records.
- Verify that all vehicles are clean, well-maintained, and operated by drivers in proper uniform with valid identity cards.
- Oversee client feedback collection and implement continuous improvement measures.
Operational Equipment & Inventory Management
- Manage inbound tour equipment inventory:
- Welcome letters, optional activity information, logo-printed Khadas, water bottles, departure gifts (wooden frames for premium guests, paper frames for others), and feedback forms.
- Oversee trekking, expedition, and Mount Kailash equipment:
- Duffel bags, backpacks, windcheaters, walking sticks, down jackets, caps, first aid kits, kitchen & camping equipment.
- Maintain and regularly update lists of valuable equipment (oximeter, sugar level machine, stethoscope, BP machine, camera, thermometer) with proper approval and tracking.
- Manage outbound tour equipment (ticket envelopes, passport covers).
- Ensure monthly approval of equipment lists from the MD Office.
Optional Sales & Revenue Support
- Prepare and manage optional sales lists for key destinations (Kathmandu, Pokhara, Chitwan, etc.).
- Coordinate pricing with the sales team, issue invoices, collect payments, and hand over to finance.
- Execute optional tours efficiently to maximize client satisfaction and revenue.
File Management, Auditing & Documentation
- Receive, review, and verify all tour files for completeness (signed by Sales, Reservation, Ticketing, and Director Sales).
- Ensure all critical documents are attached: Costing Sheet, Client Confirmation, Proforma Invoice, Reservation Details, Final Confirmation Sheet.
- Reconfirm all services and sign off on operational readiness.
- Oversee proper file closure process including final reports, payment reconciliation, quality sheets, bills, and multi-level approvals.
- Prepare and submit timely reports:
- Daily File Receipt & Reconfirmation Report
- Daily File Closing Report
- Monthly Sales File Auditing Report
- Daily Tour & Transport Operation Report (submitted to MD with stakeholder copies)
Leadership & Strategic Oversight
- Provide guidance and supervision to Assistant Managers, tour coordinators, guides, and support staff.
- Work directly under the MD Office and implement all strategic decisions and guidelines.
- Identify operational bottlenecks and recommend process improvements.
- Ensure compliance with company policies, safety standards, and regulatory requirements.
