Job Summary
We are seeking an experienced and highly organized Senior Operations Coordinator to join our Inbound Tourism Division.
The successful candidate will be responsible for the day-to-day operation and coordination of inbound tours, ensuring that all services are delivered smoothly, accurately, and according to the company's quality standards. The role requires close coordination with hotels, transportation providers, tour guides, airport representatives, suppliers, and internal departments to ensure a seamless experience for our clients from arrival until departure.
Key Responsibilities
Handle the full operational requirements of inbound FITs, groups, series, and special-interest tours.
Review confirmed bookings and ensure that all operational arrangements are completed accurately and on time.
Assign and coordinate professional tour guides according to language, destination, itinerary, and client requirements.
Arrange and confirm all transportation services, including airport transfers, coaches, minibuses, private vehicles, and other required transportation.
Coordinate closely with airport representatives regarding arrivals, departures, meet-and-assist services, and any last-minute changes.
Maintain continuous communication with guides, drivers, airport representatives, hotels, and other suppliers throughout the operation of each tour.
Prepare and issue detailed operational files, including itineraries, rooming lists, service orders, guide instructions, transportation schedules, and other relevant documents.
Conduct regular quality-control checks to ensure all services meet the company's standards and clients' expectations.
Follow up with guides and representatives while clients are in destination to proactively identify and resolve any operational issues.
Handle last-minute changes, emergencies, complaints, delays, cancellations, and other operational challenges in a professional and timely manner.
Liaise with the Reservations, Sales, Contracting, and Accounting departments to ensure accurate and seamless execution of bookings.
Ensure that all suppliers receive correct and timely service instructions.
Monitor supplier performance and report any quality or service issues to management.
Maintain accurate records of operational arrangements, amendments, incidents, and client feedback.
Support and supervise junior operations team members when required.
Develop strong working relationships with guides, transportation companies, hotels, restaurants, and other tourism suppliers.
Ensure that every client receives a smooth, professional, and memorable experience throughout their journey.
Qualifications & Experience
Minimum 3 years of hands-on experience in inbound tourism operations, preferably with a reputable Destination Management Company (DMC) or inbound tour operator.
Strong practical experience in handling inbound groups and FIT operations.
Solid knowledge of guide allocation, transportation planning, airport operations, hotel coordination, and destination logistics.
Good knowledge of Jordan's tourism destinations, hotels, attractions, routes, and tourism suppliers.
Experience handling international tour operators and overseas clients is highly preferred.
Bachelor's degree in Tourism, Hospitality, Business Administration, or a related field is preferred.
Excellent command of English and Arabic, both written and spoken.
Strong computer skills and good knowledge of Microsoft Office; experience with tourism reservation/operations systems is an advantage.
Required Skills & Competencies
Excellent organizational and multitasking abilities.
Strong attention to detail and accuracy.
Excellent communication and interpersonal skills.
Strong problem-solving and decision-making abilities.
Ability to remain calm and professional when handling operational challenges or emergencies.
Strong sense of responsibility and ownership.
Ability to work effectively under pressure, particularly during peak tourism seasons.
Customer-focused mindset with a strong commitment to service quality.
Ability to coordinate effectively with multiple suppliers and internal departments simultaneously.
Strong follow-up skills and ability to anticipate potential operational problems before they affect clients.
Flexible regarding working hours when operational requirements demand it, including occasional evenings, weekends, and public holidays.
