Key Responsibilities

• Manage Discova Thailand teams to ensure efficient and accurate service for key accounts, wholesale partners, and tailor-made FIT requests.
• Manage and improve service delivery for ground staff and relevant suppliers.
• Develop, implement, and evolve customer service procedures, policies, and standards to meet customer expectations. High-quality service with minimal complaints is of the greatest importance.
• Resolve customer service issues satisfactorily with corrective and preventive measures.
• Support and drive sales proactively of Discova Thailand in-destination products.
• Develop new business opportunities (B2B and B2C) and grow existing customer partnerships to maximize sales revenue.
• Implement in-destination sales systems to drive local sales for optional tours and excursions.
• Coordinate with the Regional Manager and the Product team for resources and support for in-destination sales.
• Improve conversion rates for FIT and IDS (In-Destination Sales) teams.
• Meet and greet VIP agents and customers.
• Explore and develop business and investment opportunities.
• Identify and research asset acquisition targets to add value and profitability.
• Develop unique offerings that differentiate them from competitors while meeting customer needs and company objectives.
• Ensure collaboration between departments for competitive pricing new and existing products.
• Ensure timely product delivery for annual tariff production and distribution to overseas travel partners.
• Manage hotel contracting to secure the best rates and value.
• Ensure the reservations team consistently uses the reservation system to process requests.
• Maintain high-quality guides and drivers through training, audits, and compliance procedures.
• Ensure the Discova brand is consistent with Discova’s head quarter guidelines.
• Develop and implement in-country SOPs and ensure full compliance.
• Maintain accurate and consistent rate loading into the system.
• Act as the senior company representative to government authorities on legal or fiscal matters.
• As required, maintain regular contact with government authorities, tourism boards, and tax departments.
• Update the Regional Country Manager on changes in laws or business practices that may impact the company.
• Oversee account payables and ensure timely supplier payments.

Key Leadership Competencies

• Lead by example in behaviour, attitude, and performance.
• Provide clear, concise, and timely feedback.
• Align personally with Discova's values and philosophies.
• Effectively use Discova Communication Systems and AM Planner and participate in Weekly Business Meetings.
• Share information transparently to inspire team members.
• Develop personal development plans for each team member.
• Coach and mentor team members.
• Support ongoing training and development of team members.
• Empower team members through appropriate delegation and training.
• Recruit and train new team members.
• Understand and articulate wage packages and individual contributions.
• Analyse team budget, P&L, and financial reports.
• Develop strategies to improve business results and manage contingencies.
• Create a supportive, connected, and empowering environment.
• Demonstrate constructive conflict resolution skills.
• Create a vision and obtain buy-in from the team.
• Drive business and team success using the vision and business plan.
• Set and work to achieve daily goals and deadlines.
• Communicate daily with the team about individual and team sales targets.
• Set clear expectations, follow up, and outline consequences.
• Encourage and assist team members in solving their problems.
• Ensure business objectives are met.
• Conduct monthly one-on-one performance reviews with team members, providing fair, concise, and timely feedback.

About You

The Essentials

• A minimum of a bachelor's degree in Travel, Tourism, Hospitality, Business Administration, or a closely related field. Advanced degrees or additional certifications in these areas will be considered favourably.
• A minimum of 3 years of middle or senior management experience is required. Candidates with broader general management experience will have a distinct advantage. This should include a demonstrable track record of successfully managing teams, projects, and operational activities within the travel, tourism, or hospitality sectors.
• Fluency in both written and spoken English is essential. Proficiency in the local language is highly desirable and will be considered a significant advantage.