Overview LDE is seeking to employ a Tour Service Manager. It is a rare chance for someone highly talented to
Become part of a small, flexible, entrepreneurial, international company that provides a service unique in China
Take on a wide range of responsibilities related to running and growing the business
Work closely with the founder and learn from his international experience
Earn compensation commensurate with his (or her) responsibilities and performance
Grow with the company and have the chance to assume as much responsibility as the candidate’s ability permits
Work in a company with no hierarchy and no politics and get insight into and learn the entire business
Get to know mainland China like few others do.
ResponsibilitiesPrimary ResponsibilityThe successful candidate’s primarily responsibility is to lead driving journey tours in China. He or she is expected to become intimately familiar with the company’s tours and services. The candidate’s main contribution will be to ensure that travellers who join our journeys come away feeling that the experience was exceptional, that their expectations have been exceeded and that they would never hesitate to recommend our company to friends or return themselves one day to participate in another journey.
More specifically, this means that the candidate as Tour Service Manager will
Accompany customers on our driving journeys
Provide exceptional customer service (in line with LDE service standards)
Ensure that LDE’s customer expectations are exceeded
Coordinate with LDE’s chosen tour operator to ensure that each tour will run according to the expectation of LDE and its customers
Identify ways to improve the service based on customer feedback and the candidate’s own experience in running the tours
Secondary ResponsibilitiesThe candidate will also support the managing director in the tasks described below. This will allow the candidate to get a thorough understanding of the entire business and thus be able to see his (or her) own work in the context of the business as a whole.
Pre-Sales & Customer Service +-
Responding to customer requests and handling bookings
Carrying out customer satisfaction surveys
Implementing customer service improvements
Marketing +-
Sales Channel Related
Creating marketing presentations for sales channels
Responding to sales channel enquiries
Assisting sales channels in sales to their customers
Designing, developing and maintaining a website for marketing purposes
Designing, developing and maintaining marketing brochures
Tour Design and Development +-
Researching and design new LDE itineraries
Preparing (and/or updating) Tour Handbooks
SUV Fleet Rental +- Marketing and selling LDE’s fleet of rental SUVs to other tour operators
The position is based in Hong Kong, but will require extensive travelling. The candidate will report directly to the founder of the company.
Candidate RequirementsIdeally, the successful candidate will possess a combination of the following characteristics, skills and experiences:
3-5 years’ experience in a service industry (for example, Travel, Event Management, Airline or similar) with direct contact with international customers
An adventurous mind; loves travelling, including to remote areas of China and for extended times
Highly flexible with can-do attitude
Hands-on and energetic
Adaptable to changing circumstances
Must have an interest in self-driving holidays and cars
Creative, quick-thinking and quick-learning
Outstanding communications skills +- proactive and complete
Excellent organisational skills, systematic in his (or her) thinking
Honest and trustworthy
University degree
Fluent in written and spoken English (and Mandarin, of course)
Has tour guide license (preferred)
Has driving license
Upon request, the candidate will be able to submit references.
CompensationThe successful candidate’s compensation will consist of two parts:
A base salary +- this will be set to be commensurate with the candidates responsibilities and competitive with prevailing job market conditions
A performance related bonus based on a variety of different customer satisfaction surveys
