Deskripsi Pekerjaan
Are you passionate about delivering exceptional travel experiences? Panorama JTB Tours Indonesia is seeking a detail-oriented Travel Service Quality Specialist to join our dedicated team in Jakarta Barat. In this role, you will be the guardian of our brand standards, ensuring that every touchpoint of our tour operationsâfrom initial inquiry to post-trip feedbackâexceeds client expectations.
As a key member of our quality assurance team, you will analyze operational performance, monitor feedback loops, and implement strategic improvements to our service protocols. You will work closely with tour guides, ground operations teams, and customer support to ensure seamless, high-quality service delivery. If you are a proactive problem solver with a deep understanding of the tourism industry, we want to hear from you.
Tanggung Jawab
- Monitor and evaluate service quality throughout the entire tour lifecycle (pre-departure, on-tour, and post-tour).
- Conduct regular audits of tour operations to ensure strict adherence to company service standards and safety protocols.
- Analyze customer feedback and satisfaction surveys to identify trends, pain points, and areas for service enhancement.
- Collaborate with operations and product teams to implement corrective actions and continuous service improvements.
- Manage the escalation process for service-related complaints, ensuring timely and professional resolutions.
- Provide training and coaching to ground staff and tour guides regarding service excellence and best practices.
- Prepare comprehensive quality reports for management to support data-driven decision-making.
Kualifikasi
- Bachelorâs degree in Tourism, Hospitality Management, Business Administration, or a related field.
- Minimum of 2-3 years of experience in quality assurance, customer service, or operations within the travel/tourism industry.
- Excellent analytical skills with the ability to translate data into actionable insights.
- Strong communication and interpersonal skills, with proficiency in English and Indonesian.
- High attention to detail and a proactive approach to identifying and solving operational issues.
- Ability to thrive in a fast-paced environment and handle multiple projects simultaneously.
- Proficiency in Microsoft Office Suite and experience with CRM or service tracking software.