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About Easy Europe We're a Malaysian travel company delivering A Whole New Travel Experience — handcrafted European and international group tours for travellers.

At Easy Europe Holidays, we’re not just building tours — we’re building meaningful journeys, unforgettable experiences, and a team that grows together.

We are looking for passionate, driven, and committed individuals who:

✨ Embrace AI and technology to work smarter

✨ Can work independently and take ownership

✨ Believe in teamwork and supporting one another

✨ Have the hunger to grow personally and professionally

✨ We want people who own their function and move without waiting to be told.

Tour Operation Manager

The Tour Operations Manager is responsible for ensuring every Easy Europe tour is delivered smoothly, professionally, and consistently — from confirmation to completion.

This role requires someone who is highly organised, operationally sharp, people-oriented, and able to think from both the traveler’s perspective and the company’s perspective.

You are the leader behind the scenes — making sure the team, suppliers, tour managers, documents, timelines, and every small detail are properly managed so that our travelers enjoy a seamless, comfortable, and WOW experience.

This is not only a task execution role. The Tour Operations Manager is expected to lead the operations team, build reliable systems, manage risks early, and ensure every tour meets Easy Europe’s service and quality standards.

Key Responsibilities

1. Lead the Tour Operations Team

You will be responsible for managing the Tour Operations team and ensuring all confirmed tours are under control.

This includes:

• Assigning responsibilities clearly to team members
• Monitoring the progress of all upcoming departures
• Ensuring deadlines, checklists, and follow-ups are completed on time
• Reviewing workload and identifying bottlenecks early
• Guiding and coaching team members to improve accuracy, ownership, and judgement
• Holding the team accountable for mistakes, delays, and repeated issues
• Creating a culture where the team does not just “complete tasks”, but understands the traveler experience behind every detail

The goal is to ensure the department runs with clarity, ownership, and confidence.

2. Ensure Every Tour Is Operationally Ready

You are responsible for ensuring every confirmed tour is fully prepared before departure.

This includes overseeing:

• Hotel confirmations
• Rooming lists
• Coach and transport arrangements
• Restaurant bookings and menu checks
• Guide and tour manager arrangements
• Attraction tickets and reservations
• Domestic flights, trains, ferries, or internal transport where required
• Special requests, dietary needs, mobility concerns, VIP notes, and customer-sensitive issues
• Final tour documents and briefing files
• Emergency contacts and backup arrangements

You do not need to personally execute every item, but you are accountable for ensuring the team completes every detail accurately and on time.

3. Think From the Traveler’s Perspective

Easy Europe tours are designed for comfort, quality, and thoughtful travel experiences. The Tour Operations Manager must be able to review every operational arrangement from the traveler’s point of view.

You must be able to ask:

• Is the timing realistic?
• Is the hotel suitable for our customer profile?
• Is the meal arrangement appropriate?
• Is the walking level manageable?
• Is the routing comfortable?
• Is the communication clear enough for travelers?
• Is the tour manager properly briefed?
• Will this create a smooth and enjoyable experience?

Your role is not only to check whether something is booked. Your role is to ensure it is suitable for Easy Europe travelers.

4. Protect Easy Europe’s Tour Quality Standards

You are responsible for maintaining Easy Europe’s operational standards across all departures.

This includes ensuring:

• Smooth tour flow
• Comfortable pacing
• Accurate timing
• Suitable hotel arrangements
• Quality meal planning
• Clear supplier coordination
• Proper customer preparation
• Well-briefed tour managers
• Thoughtful handling of special requests
• Strong attention to small but important details

Every tour should feel well-prepared, well-communicated, and professionally managed.

5. Manage Suppliers and Ground Partners

You will oversee supplier and ground partner coordination to ensure all tour arrangements are reliable and complete.

This includes:

• Ensuring suppliers provide accurate confirmations
• Checking hotel, restaurant, transport, guide, and attraction details carefully
• Following up on missing information early
• Challenging suppliers when arrangements are not suitable
• Setting clear expectations with overseas partners
• Monitoring supplier performance after each tour
• Keeping track of supplier mistakes or service failures
• Working with Procurement and Product teams to improve future arrangements

You should not accept supplier replies blindly. You must be able to judge whether the arrangement is practical, accurate, and suitable for our travelers.

6. Manage Risks Before They Become Problems

The Tour Operations Manager must be able to anticipate issues early and take action before they affect the customer experience.

This includes:

• Identifying incomplete confirmations, weak arrangements, unrealistic timings, or unclear responsibilities
• Spotting customer-sensitive issues before they escalate
• Deciding when communication should be done by email, WhatsApp, or phone call
• Escalating serious issues with clear facts and recommended solutions
• Preparing backup plans where needed
• Staying calm and structured during urgent tour changes or supplier issues

When a problem happens, you are expected to explain clearly:

• What happened
• Why it matters
• What options are available
• What you recommend
• What action has already been taken

7. Prepare and Support Tour Managers

You will ensure tour managers are fully prepared before every departure.

This includes:

• Preparing complete and accurate tour manager briefing files
• Highlighting special customer notes, dietary needs, mobility concerns, VIPs, and sensitive cases
• Briefing tour managers on operational risks and key arrangements
• Supporting tour managers during the tour when operational issues arise
• Collecting post-tour feedback
• Turning tour manager feedback into improvements for future departures

The tour manager should never feel unprepared or unsupported when leading an Easy Europe tour.

8. Improve Systems, SOPs, and Workflows

A strong Tour Operations Manager does not only solve daily problems. They improve the system so the same problems do not keep happening.

This includes:

• Creating and improving Tour Operations SOPs
• Building clear checklists for each stage of tour preparation
• Standardising templates for tour files, rooming lists, supplier confirmations, and briefing notes
• Improving handover between Sales, Customer Service, Product, Procurement, and Operations
• Reducing repeated mistakes through better systems
• Using AI and digital tools to improve speed, checking, documentation, and communication
• Reviewing recurring issues and turning them into action steps

The goal is to build an operations department that is structured, reliable, and less dependent on last-minute checking by management.

9. Coordinate Across Departments

You will be the key bridge between Operations and other departments.

This includes working closely with:

• Sales
• Customer Service
• Procurement
• Product Development
• Marketing when needed
• Tour Managers
• Overseas suppliers

You must ensure important information is passed clearly between teams, especially when it involves customer expectations, itinerary changes, special requests, supplier issues, or sensitive cases.

Good operations depends on strong internal communication.

10. Provide Clear Visibility to Management

You are expected to keep management updated on the real status of upcoming departures.

This includes:

• Weekly operations updates
• Departure readiness status
• Red flag issues
• Supplier problems
• Customer-sensitive cases
• Team workload concerns
• Repeated mistakes and improvement actions
• Decisions that require management input

You should be able to provide a clear picture of what is under control, what is at risk, and what needs action.

Experience

• Familiarity with European or international tour product is a strong advantage

• • Bachelor's degree in Business, Hospitality, Tourism, or related discipline is an advantage — but proven capability matters more than credentials

Pay: RM5,500.00 - RM7,000.00 per month

Work Location: In person