Service Control Officer

Qualifications :

1. Bachelor Degree preferably in Tourism or any related fields.
2. Excellent communication skills in both Bahasa and English
3. Demonstrates a strong service-oriented mindset.
4. Proficient in managing international clients.
5. 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.

1. 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.

1. 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.

1. 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.

1. 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.

Skills: Pariwisata, Administration, English Language