Deskripsi Pekerjaan
Are you passionate about travel and committed to delivering world-class hospitality? Panorama JTB Tours Indonesia, a leader in the travel and tourism industry, is seeking a detail-oriented Service Quality Officer to join our team in Jakarta Barat.
In this pivotal role, you will be the guardian of our brand experience. You will be responsible for meticulously overseeing service quality standards before, during, and after our tour operations. Your objective is to ensure every guest enjoys a seamless, memorable experience that reflects our commitment to excellence. We are looking for a proactive professional who can analyze operational workflows, identify areas for improvement, and implement strategies that exceed customer expectations.
If you have a sharp eye for detail, strong communication skills, and a desire to elevate service standards within the travel industry, we invite you to build your career with us at Panorama JTB Tours.
Tanggung Jawab
- Monitor and evaluate end-to-end tour operations to ensure compliance with company service standards.
- Conduct regular quality audits and performance assessments of field operations and tour guides.
- Analyze customer feedback and post-tour surveys to identify trends and areas for service enhancement.
- Develop and implement operational SOPs to improve service delivery consistency.
- Collaborate with operations teams to resolve service-related issues and address guest complaints promptly.
- Create detailed reports on service performance and provide actionable insights to management.
- Participate in training initiatives to foster a culture of quality and customer-centricity across the organization.
Kualifikasi
- Bachelor’s degree in Tourism, Hospitality Management, Business Administration, or a related field.
- Minimum 2-3 years of experience in Quality Assurance, Customer Experience, or Operations within the tourism/travel industry.
- Deep understanding of service quality metrics and process improvement methodologies.
- Excellent communication and interpersonal skills, with the ability to interact professionally with diverse stakeholders.
- Strong analytical and problem-solving capabilities with a high attention to detail.
- Proficiency in Microsoft Office Suite and data analysis tools.
- Ability to thrive in a fast-paced environment and handle pressure effectively.
- Fluent in Indonesian and English, both written and verbal.