Operations Manager Chinese Travel (Cantonese and Mandarin)
Job Description
Gogo Tours Ltd. is a well-established travel company with over 40 years of experience specializing in fully organized group tours. We focus on curated, high-quality itineraries across Asia, Europe, South America, Africa, and beyond, serving primarily Chinese-speaking customers. Our operations are fast-paced, detail-driven, and highly operationally complex.
We are seeking an Operations Manager to take ownership of tour execution, capacity planning, supplier coordination, and day-to-day operational decision-making.
Tour Operations & Capacity Management
- Monitor tour capacity weekly and prepare forecasts to ensure tours do not sell out unexpectedly
- Recommend when to add new departures or adjust tour schedules
- Confirm which tours proceed based on bookings, margins, and operational readiness
Flights & Land Operations
- Review flight cost sheets weekly to ensure tickets are booked accurately and on time
- Coordinate with land operators and suppliers on hotels, transportation, and tour services
- Work closely with suppliers to resolve operational issues, including urgent or after-hours matters
- Approve customer refunds in accordance with company policy
- Approve wire transfers and operational payments
- Ensure tour profitability by monitoring costs and working with suppliers to renegotiate hotels or services where necessary
Planning & Forecasting
- Create annual tour forecasts (e.g., 2027 planning cycles)
- Support long-term capacity, pricing, and margin planning
- Assist management in evaluating new destinations, suppliers, and tour structures
Customer Experience & Quality Control
- Review and approve customer service communications when required
- Oversee post-tour customer survey feedback and recommend operational improvements
- Ensure consistent service quality across all tours
Team & Internal Coordination
- Assign tour leaders to tours and manage tour leader scheduling
- Act as the central operational point of contact between sales, customer service, and suppliers
- Identify operational bottlenecks and improve internal processes
Qualifications & Requirements
- Excellent organizational and problem-solving skills
- Financially literate with experience reviewing costs, margins, and operational budgets
- Comfortable making time-sensitive decisions independently
- Strong communication skills in English
- Cantonese fluency is mandatory
- Mandarin fluency is mandatory
- Ability to work outside standard hours when urgent operational issues arise
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How to Apply
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This role is with Gogo Tours Ltd in Richmond Hill.
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