Junior Excellence Specialist - DMC/Tourism

Company: DESERT GATE TOURISM - UAE

An organization built on professionalism, extensive experience, and guest-centricity, Desert Gate was the long-sought dream of a visionary who established the company in 2004 as a supplier of the local needs of top-level tour operators in the UAE. Today, it is a full-fledged premium DMC, serving the seven emirates of the UAE, Oman, the Maldives, and its newest destinations Qatar and Mauritius. Over the years, the company has been recognised and rewarded for its innovative approach to product design as well as providing top notch service to its guests.

With a solid financial base complemented by a well-proven, reliable top management boasting 75 years of combined experience in the travel industry, Desert Gate envisions becoming the number one luxury travel group in the Gulf region, with a plan to expand its services to other destinations that are culturally connected to its home market.

Desert Gate is part of the MTS Globe group (www.mtsglobe.com) and through that partnership has access to the best-in-class technology and cleanest XML feed in the industry. Also, as a traditional DMC, Desert Gate has all you can expect from a first-rate ground handler, such as excellent contracting, creative excursions, and superior in-resort service levels.

• Assist the Excellence Manager in the development and implementation of goals, objectives, policies and procedures for customer service program within company.
• Assist in monitoring and evaluating the efficiency and effectiveness of service delivery by other departments and third party suppliers.
• Assist in identifying and implementing strategies to improve quality of service and productivity within the organization
• Ensure the necessary resources and tools are available for quality customer service delivery.
• Assist in the evaluation of negative feedback from customers about the organization’s services and recommend remedial steps.
• Conduct a variety of organizational studies, investigations and operational studies and recommend modifications to the concerned departments.
• Find failed processes and rectify them through training and creating awareness of the customer service importance.
• Establish and maintain strong relationships within all levels of the organization to drive operational excellence
• Responsible for direct communication with clients and the incumbent will be involved in responses/ communication with regards to complaints and queries:
• Handling post departure complaints received from partners / guest
• Handling in-house complaints (once client is still in resort)
• Maintain DGT complaint system & produce monthly performance reports.
• Keep accurate records of discussions or correspondence with partners / guests
• Analyze statistics and compile accurate reports
• Benchmark against other complaint handling procedures and complaint satisfaction.
• Take ownership of customers issues and follow problems through to resolution
• Monitor and track customer complaint resolution.

More about Desert Gate Tourism

An organization built on professionalism, extensive experience, and guest-centricity, Desert Gate was the long-sought dream of a visionary who established the company in 2004 as a supplier of the local needs of top-level tour operators in the UAE. Today, it is a full-fledged premium DMC, serving the seven emirates of the UAE, Oman, the Maldives, and its newest destinations Qatar and Mauritius. Over the years, the company has been recognised and rewarded for its innovative approach to product design as well as providing top notch service to its guests.

With a solid financial base complemented by a well-proven, reliable top management boasting 75 years of combined experience in the travel industry, Desert Gate envisions becoming the number one luxury travel group in the Gulf region, with a plan to expand its services to other destinations that are culturally connected to its home market.

Desert Gate (www.desertgate.ae) is part of the MTS Globe group (www.mtsglobe.com) and through that partnership has access to the best-in-class technology and cleanest XML feed in the industry. Also, as a traditional DMC, Desert Gate