Operations Manager

Private Advertiser; West Coast Division; On-site; MYR 78,000 - 123,000; Full time

Job summary

Private Advertiser in Sabah seeks an experienced Operations Manager to lead day-to-day operations for a well-established tourism company. You will drive end-to-end tour operations, optimise workflows and leverage AI to enhance scheduling, documentation and reporting.

You will manage a team of office coordinators, guides and field personnel, plan for peak periods and ensure safety standards while aligning with sales for smooth transitions.

Qualifications

• Minimum 5 years of experience in tourism, travel, hospitality or operations management.
• Experience with a DMC or inbound tour operator is highly preferred.
• Strong understanding of tour operations, supplier management, booking processes and ground logistics.
• Proven ability to lead and develop teams.
• Strong planning skills with the ability to anticipate problems before they happen.
• Comfortable using technology to improve operational workflows.

Responsibilities

• Lead and oversee end-to-end tour operations, from pre-sales to on-ground delivery.
• Manage daily operational planning including guide and driver assignments, supplier coordination and logistics.
• Coordinate with Sales to ensure smooth handover from enquiry to execution.
• Plan ahead for peak periods, resource requirements and contingencies.
• Maintain supplier relationships and monitor service quality and performance.
• Oversee issues such as changes, overbookings, shortages and recovery.
• Develop and mentor the operations team and field staff.
• Ensure resources are deployed effectively and performance is measured.
• Develop, review and improve SOPs, workflows and processes.
• Use AI and technology to automate scheduling, reporting and inventory management.

Skills

Leadership

Team management

Operations planning

AI tooling

Technology adoption

Google Workspace

MS Office

Booking systems

Tools

MS Office

Travel systems

Booking systems

AI tools

Job description

We are looking for a strong and forward-thinking Operations Manager to lead the day-to-day operational function of an established tourism company in Sabah.

This role requires more than just coordinating tours. We are looking for someone who can lead a team, plan ahead, improve systems and workflows, anticipate operational challenges, and use technology and AI practically to make the operation smarter and more efficient.

Experience in a DMC, inbound tour operator or tourism operations environment will be a strong advantage.

Key Responsibilities

Lead and oversee end-to-end tour operations, from pre-sales preparation and itinerary scheduling through to on-ground delivery.

Manage daily operational planning including guide and driver assignments, supplier coordination, transport, accommodation, logistics and client documentation.

Work closely with Sales to ensure a smooth handover from enquiry and booking through to operational execution.

Plan ahead for peak periods, resource requirements, vehicle capacity and operational contingencies.

Manage supplier and vendor relationships, including service quality, availability and operational performance.

Oversee operational issues such as last-minute changes, overbookings, supplier shortages and service recovery.

Lead, guide and develop the operations team, including office coordinators, guides and field personnel.

Manage work allocation and ensure resources are deployed effectively according to operational demand.

Establish clear performance expectations and promote accountability within the team.

Develop, review and continuously improve SOPs, workflows and operational processes.

Use AI and technology to improve operational efficiency, including scheduling, documentation, reporting, inventory management, communication and workflow automation.

Identify inefficiencies and introduce practical solutions that improve productivity and reduce unnecessary manual work.

Ensure proper operational records, documentation, reporting and licence renewals are maintained.

Enforce health, safety and responsible tourism standards across products, suppliers and field activities.

Contribute to operational strategy and support management as the business continues to grow.

What We Are Looking For

Minimum 5 years of experience in tourism, travel, hospitality or operations management.

Experience with a DMC or inbound tour operator is highly preferred.

Strong understanding of tour operations, supplier management, booking processes and ground logistics.

Proven ability to lead and develop teams.

Strong planning skills with the ability to anticipate problems before they happen.

Able to think strategically while remaining hands-on with daily operations.

Comfortable working with suppliers, guides, drivers, sales teams and senior management.

Experience improving SOPs, processes and operational workflows.

Strong technology proficiency, including Google Workspace, MS Office and travel / booking systems.

Practical understanding of AI tools and how they can be applied to improve operational workflows, not just for basic research or email checking.

Strong analytical, organisational and problem-solving skills.

Calm, practical and solutions-focused under pressure.

Good written and spoken English.

Strong understanding of service standards and customer experience.

Passion for Sabah, Borneo, nature and responsible tourism will be an advantage.

Ideal Candidate

You are someone who:

Can lead, not just coordinate.

Plans ahead rather than reacting at the last minute.

Is comfortable challenging inefficient processes and introducing better ways of working.

Can balance people leadership with operational discipline.

Understands what premium and tailor-made travel requires behind the scenes.

Is comfortable using technology and AI to improve how the team works.

Is accountable, adaptable and committed to continuous improvement.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as an operations manager?
• Which of the following types of qualifications do you have?
• Do you have Resource Allocation experience?
• How many years' experience do you have in the hospitality & tourism industry?