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POSITION PURPOSE:

The Educational Reservation and Operations team leader leads a group of passionate individuals who are committed to consistently delivering an excellent experience and who take pride in their expertise of Discova’s local community offerings and destinations. Your primary focus is to provide excellence operational support to our travelers and deliver impactful community travel experiences. You are an advocate for best practices that empower local communities through job creation and poverty reduction initiatives.

You’re passionate and aligned with our philosophy that is deeply is rooted in Discova's purpose of "Connecting people and places to a world of possibilities." By focusing on a triple win—benefiting communities, clients, and the company— you will ensure each booking is not just profitable but also socially and environmentally responsible. Together, the educational team is responsible for creating transformative travel experiences that leave a lasting impact on travelers and the communities they visit, fostering a deeper connection between people and places.

Your main responsibilities are:  

• To ensure the amazing experiences of Agents and customers, assure services are delivered consistently and safely across region or country.
• Ensure 24/7 support on the ground for clients’ complaints and incidents.
• Effectively lead the cross-team relationships with Product, Sales, Reservation, customer experience and suppliers for daily operational cooperation and overall service improvements.
• Research and identify gaps in community-based products to recommend market opportunities.
• Build and maintain strong relationships with local communities, NGOs, and partners.
• Support guide training and accompany groups to ensure program quality and impact.
• Integrate appropriate technology applications into Reservations/ Operations to improve and optimise the speed of internal/external communications, problem solving and overall team performance.
• Support Product Team by participating in research operational information for new products to meet new market trends.

About you

The Essentials:

• University degree (tourism or business related major preferred).
• Fluent in written and spoken English.
• Minimum 2 years of experience leading a team in the travel industry.
• Passionate and knowledgeable about the Community Based travel.

The Attributes:

• Well-developed problem-solving skill.
• Customer centric with commitment to high standards of service delivery.
• Solid collaboration and communication skill (verbal and written).
• High attention to details & strong time/priority management skills.
• Strong interpersonal and presentation skills across culture.
• Able to work independently or in a team environment.
• Flexible rotating roster that may include late nights, weekends and early mornings and flexible with uncertainties/changing priorities and under pressure.
• Willing to travel on business when required.
• Proficient with Microsoft Office applications is required.

About Us

To learn more about Discova and our work perks click: https://bit.ly/4hEd88H

Get in touch now and Discova a world of possibilities!