Job description for Service Control Officer at Vifa Holiday Indonesia
Qualifications :
- Bachelor Degree preferably in Tourism or any related fields.
- Excellent communication skills in both Bahasa and English
- Demonstrates a strong service-oriented mindset.
- Proficient in managing international clients.
- Attention to detail, fast learner, analytical & good problem solving skills
Job Description :
1. Pre-Service Coordination
● Reconfirm all bookings with hotels, transport providers, and other suppliers at least 24-48 hours prior to service execution.
● Verify room allocations, occupancy status, and the fulfillment of special requests (e.g., dietary needs, VIP protocols, or specific amenities).
● Ensure all field service components match the final itinerary and specific client requirements perfectly.
● Coordinate with the Finance department to verify invoicing and payment status before service delivery to prevent operational delays.
● Identify and resolve any discrepancies between the booking data and supplier availability before the client's arrival.
2. Operational Communication
● Act as the central point of contact for all operational stakeholders, including internal teams and external vendors.
● Distribute finalized and confirmed itineraries to internal teams, including Operations, Tour Guides, Drivers, and Sales.
● Maintain active communication with suppliers regarding schedules, meeting points, and expected service standards.
● Handle last-minute updates or operational changes and ensure all relevant parties receive accurate, real-time information.
● Maintain clear and organized communication logs for data traceability and future reference.
3. Scheduling & Resource Management
● Prepare and manage detailed daily operational schedules to ensure smooth execution for every group or individual.
● Assist in assigning guides, drivers, and other resources based on the specific itinerary requirements.
● Monitor the timing and sequence of services to prevent overlaps or logistical conflicts.
● Ensure there are no service gaps or logistical inconsistencies in the delivery process.
● Tactically adjust schedules in response to real-time changes or field conditions.
4. Real-Time Service Monitoring
● Track ongoing tours and service execution to ensure adherence to the confirmed plan.
● Perform intensive follow-ups on high-stakes services such as airport arrivals, hotel check-ins, and regional transfers.
● Coordinate quick technical responses and solutions in the event of field issues.
● Serve as the first point of escalation for field staff encountering issues that require management intervention.
5. Documentation & Reporting
● Maintain systematic and accurate operational records.
● Prepare and manage service checklists for every tour or activity to be executed.
● Keep all booking and confirmation records updated within the company’s internal system.
● Report any issues, delays, or service gaps to management as part of the daily operational summary.
● Support post-tour evaluations by providing accurate field data to facilitate continuous service improvement.
