Luxury and Latin (Spanish,LATAM, & Italian) Manager

Manajemen (Hospitaliti & Pariwisata); Denpasar; On-site; IDR 100,000,000 - 200,000,000; Full time

Job summary

A leading company in the hospitality and tourism sector is seeking a Luxury and Latin Manager to oversee a team handling B2B accounts. The role involves sales development, managing staff, and ensuring quality service. Ideal candidates will have extensive experience in tourism, excellent negotiation skills, and the ability to foster strong client relationships.

Qualifications

• Minimum 5 years experience in a similar role in the tourism field.
• Good command of English and other languages like French, German, or Spanish.

Responsibilities

• Manage supervisors and travel consultants in the Luxury and Latin department.
• Handle VIP files and coordinate with management for optimal sales.
• Supervise B2B travel correspondences and ensure quality control.

Skills

Negotiation

Customer Service

Leadership

Organization

Education

Bachelor's degree in Hospitality

Bachelor's degree in Tourism

Tools

MS Office

G-Suites

Job description

Luxury and Latin (Spanish,LATAM, & Italian) Manager

The Luxury and Latin Manager is responsible for managing all supervisors and travel consultants in the Luxury and Latin department who are handling the files for all our B2B accounts for Luxury designated and Latin markets. The Luxury and Latin Department handles every aspect of the file including sales and reservations and ensures it is successfully operated on daily business activities and ensures that sales objectives are met.

Responsibilities:

Sales and business development

· Handle VIP files or assist with complicated files specially for Luxury clients.

· Coordinate with management: operations; ticketing; accounting and product managers to ensure that chances of materialization (conversion ratio) of sales are optimal.

· Develop client database, prospect new clients and reply to tenders.

· Maintain formal and informal meetings with the Key Accounts, when necessary (FAM trips, trade shows, visits to the office, etc.).

· Handle refunds or discounts to clients if any (according to terms and conditions).

· Develop and cultivate good relations with partners and clients.

· Provide product advice and expertise to new and existing agents.

· Create new products together with the Product Manager for the Luxury and Latin Markets.

· Liaise with EXO Sales Office as well as with Regional Luxury and Latin coordinator.

· Represent The Company at social events and travel trade shows when requested.

· Go with the client during the inspections trip and fam trips if required.

Delivery, development of tools and people

· Manage Luxury and Latin department staff including the supervisor and senior travel consultants in their particular domain.

· Keep oneself informed and updated of all operational aspects in the department.

· Assist the supervisor in training new staff: ongoing focus on + reminders on organizational and sales techniques & procedures as well as The Company’s rules and responsibilities.

· Advise or solve problems in case there are difficulties with one of the files (in quotation, itinerary, reservations, invoicing or after sales stage). Make a required policy & procedures of consultant guidelines and communicate with all staff for the implementation of good service quality. Realize quality control on it.

· Accompany your teams in understanding properly new requests, giving them guidelines on a daily basis, control and correct all important correspondences from consultants to clients: check quotations in TP + check particularly their programs

· Manage and take action to effectively solve disciplinary matters and customer complaints. Inform the teams about the problems and solutions.

Quality and reporting

· Supervise B2B travel correspondences by email of Luxury and Latin Department on important occasions (new accounts, production of brochures, more demanding agents, etc.).

· Supervise all travel inquiries of the Luxury and Latin Department: accompany staff in understanding properly new requests, giving them guidelines, control and assure accuracy of important correspondences from Luxury and Latin Consultants to clients (and particularly programs and quotations).

· Be aware of department OKRs and OKRs are met and ensure each member of staff meets his/ her OKRs.

· Evaluate once a month the performance of direct travel agents and initiate activities to increase volume of travel agents or increase profitability of travel agents overseas.

· Conduct a quarterly meeting (in coordination with the product department) to inform travel consultants about new travel products and assist travel consultants in advising their clients.

· Coordinate once a month the demand for travel products from the market and forward these to the product department.

· Coordinate with the General Manager and Managing Director for an important or sensitive case, plus report the solution to our client in a timely manner.

· Ensure all sales and reservations are reported using the Intranet and The Company’s internal forms and tools.

· Monthly reporting and sales reporting to General Manager.

Human Resources

· Supervise all Human Resources matters within their department and inform the General Manager of any serious HR issues (e.g. recruitment, training, career development, salary, retention, assessment, etc.).

· Train new staff members of the Luxury and Latin Department on all the different processes related to their job: learn how to use our resources and how to find and collect information in our server database, learn how to create and quote programs.

· Make sure all team members adhere to company policies and procedures.

· Perform annual staff assessments and make recommendations to GM.

· Identify the training needs and supervise the implementation of the training plan.

Accounting

· Carry out the follow-up of the accounts necessary to make the reporting. Launch the adequate corrective actions in the event of nonpayment or if an account is less profitable.

· Control with the accounting service the effective payments of accounts.

· Alert the Accounting Department and General Manager in case of non-payment.

Qualifications:

· A bachelor’s degree or higher in Hospitality, Tourism, or a related field.

· Good command of written and spoken English, other foreign language: French; German; Spanish is a plus.

· Excellent negotiation skills, well organized and reliable.

· Has an analytical mind with strong business acumen.

· A minimum 5 years’ experience as a similar role; Experience in Tourism field is a must.

· Preferably with extensive working experience in a well-known travel and tours company.

Skills:

· Hands-on experience with the ability to work as part of a team.

· Excellent sales and negotiation skills.

· High degree of customer service with an eye for detail and presentation.

· Strong organizational skills, ability to work under pressure and prioritize tasks.

· Ability to create and develop good communication with the suppliers and the team.

· Strong leadership skills with the ability to motivate and train staffs.

· Good computer literacy (MS Office; Word, Excel, Outlook, PowerPoint, G-Suites).

Note: This job description is not intended to be all inclusive. You may perform other duties as negotiated to meet the ongoing needs of the organization.

EXO Travel (formerly Exotissimo) has been assisting clients discover Asia. With local teams in every major Asian destination, we seek out, refine and deliver a diverse range of travel experiences for a global audience. We succeed because we are passionate about Travel. EXO now has more than 800 people in Vietnam, Myanmar, Laos, Cambodia, Indonesia, Thailand, Japan, China, Malaysia, Singapore, and Sales Offices. Our values are rooted in our dedication, determination and unquenchable thirst for providing experiences to our clients and customers

EXO Travel Indonesia is an inbound tour operator founded in 2009 which was operated by PT. Maniara Tours. EXO Travel Indonesia is part of EXO Travel Group and has two offices in Indonesia, one in Yogyakarta as head office and another in Bali as branch office.

EXO Travel (formerly Exotissimo) has been assisting clients discover Asia. With local teams in every major Asian destination, we seek out, refine and deliver a diverse range of travel experiences for a global audience. We succeed because we are passionate about Travel. EXO now has more than 800 people in Vietnam, Myanmar, Laos, Cambodia, Indonesia, Thailand, Japan, China, Malaysia, Singapore, and Sales Offices. Our values are rooted in our dedication, determination and unquenchable thirst for providing experiences to our clients and customers

EXO Travel Indonesia is an inbound tour operator founded in 2009 which was operated by PT. Maniara Tours. EXO Travel Indonesia is part of EXO Travel Group and has two offices in Indonesia, one in Yogyakarta as head office and another in Bali as branch office.