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Tour Operations Manager

Location: Beijing, China
Full-Time
JOB DESCRIPTION

We are looking for a full-time operations manager who will ensure every guide and tour is perfect by being on the ground to train guides, implement improvements and new products, and be the go-to expert for everything about our food tours.

Fluent English, English work experience, and a strong ability to build personal relationships with employees and guests is required for this role and must be demonstrated during the interview process.

ABOUT YOU

  • You are a “do-er,” excited about solving problems and finding & implementing solutions that will make our products better and our company run smoother.
  • You are a natural explorer and leader, full of ideas to improve existing products, implement new products, and train & motivate a team of guides to be top-performers.
  • You are organized, driven, and punctual; able to multi-task and switch from project to project seamlessly and often. You thrive in a fast-paced environment where every day is different and priorities change often.
  • Your passion is food which makes you an interesting and captivating person to be around. You possess a high level of knowledge and fun facts about local cuisine and craft beverages like beer and wine – and can’t wait to share it with people every day.
  • You display a strong ability to relate to English-speaking guests, and understand customers through unspoken cues like body language, tone, and behavior. You think quickly on your feet while creating a personalized experience every time.
  • You are a captivating storyteller that can transform rehearsed information into stories and descriptions that engage guests and capture their attention.
  • You have a knack for technology, can quickly learn new online tools, can navigate spreadsheets with ease, and can efficiently follow standard processes to carry out common tasks. Photo taking and editing is a plus.

REQUIREMENTS

  • You are bilingual in Chinese and English, both speaking and reading/writing.
  • You have a minimum of 2 years experience working directly with customers in an English-speaking environment.
  • You are efficient with technology, email communication, internet savvy, and using spreadsheets. Photography and photo-editing skills are a plus.
  • Bonus: At least one year experience oversees in an English environment.

RESPONSIBILITIES

  • Become a true expert on everything Lost Plate, including all of our food tour products in Beijing (and beyond) and our customer profile. You will communicate and arrange logistics with our vendors & drivers and constantly design & implement improvements.
  • Train and manage part-time food tour guides using our standard training process, and understand each guide’s performance by reviewing guest comments and data-driven feedback scores.
  • Ensure you and your guides maintain a perfect record of 5-star online reviews, and regularly respond to customer reviews and feedback.
  • Manage our tour schedule and guide assignments, using online tools to understand capacity and ensure daily availability.
  • Research and provide customized tours regarding unique customer requests.
  • Track all costs and finances for each guide and tour, and reconcile regularly.
  • Lead groups of English-speaking guests on 4-hour food tours.
  • Other tour-related tasks as requested, including new projects based on your ideas!

PERKS & COMPENSATION

  • Monthly salary between 10,000 – 15,000 RMB, based on experience. Negotiable for the perfect person.
  • Target driven bonuses based on results (after probation).
  • 15 paid days off per year, in addition to public holidays.
  • Annual performance-based bonus and salary review.
  • We’re currently a remote team, which means working from home is a perk you will enjoy. Some of your work time will be spent on the ground / in the field.
  • Flexible working hours and days, within reason. Some evenings, weekends, and public holidays will be necessary.

Apply Now:

To apply for this position, please submit the following below (or email to jobs@lostplate.com):

  1. Your English resume.
  2. A professionally written (in English) summary of your top 3 favorite foods in Beijing. Please provide a description of what the food is, why you like it, and why you would recommend it to guests.

Our Other Open Positions:

Location: Portland, OR USA
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Do you have an outgoing personality and can never stop talking to people? Can you entertain a crowd of strangers and get them to interact with each other? Do you love food, Portland, and all the entertainment Oregon has to offer? Apply now!
Location: Beijing, China
Full-Time
We are looking for a full-time operations manager who will ensure every guide and tour is perfect by being on the ground to train guides, implement improvements and new products, and be the go-to expert for everything about our food tours.
Location: Yunnan, China
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This is a salaried full-time position for a trip leader who will lead two 8-day trips per month. The applicant is preferably based anywhere in Yunnan, but is open to applicants anywhere in China.