Job Title: Tour Operations Manager (Bilingual: Cantonese/Mandarin)

Company: Gogo Tours

Location: Richmond Hill, ON

About Gogo Tours

Gogo Tours is a premier luxury travel operator catering to the Chinese-Canadian community. We specialize in designing sophisticated, high-end itineraries to the world's most iconic destinations, including Africa, Europe, Asia, and South America.

Position Overview The Tour Operations Manager leads Gogo Tours' operations, procurement, and product merchandising function. You will oversee a team of buyer and merchandiser specialists, own vendor strategy across our global supplier network, and be accountable for the commercial performance of our tour product portfolio — from sourcing through final departure.

Key Responsibilities

1. Team Leadership & Department Oversight

- Manage and mentor a team of Travel Operations, Buyer & Merchandiser Specialists, setting priorities and reviewing workload across destinations and departure dates.
- Establish and enforce operational standards for contracting, costing, manifest accuracy, and ticketing deadlines across the team.
- Own hiring, training, and performance management for the operations team, including bilingual (Cantonese/Mandarin) staffing needs.

2. Vendor Strategy & Contracting

- Set overall vendor strategy across hotels, ground operators, transport companies, and airlines, prioritizing relationships that deliver the best combination of price, quality, and reliability.
- Lead negotiations on major or strategic contracts, and escalation point for disputes the team cannot resolve directly.
- Review and approve contract terms for cancellation policies, attrition rates, and complimentary room ratios before they're finalized.
- Maintain and grow the supplier network in North America and Asia, including scouting new vendor partnerships as Gogo Tours expands into new destinations.

3. Hotel, Restaurant & Experience Sourcing

- Set sourcing standards for hotels, restaurants, and experiences to ensure consistency with the Gogo Tours luxury brand across all destinations.
- Approve new signature experiences — private dinners, exclusive tastings, cultural excursions — proposed by the team, weighing cost against differentiation value.
- Sponsor periodic site visits and vendor audits (directly or via the team) to validate quality standards in key markets.

4. Merchandising & Product Portfolio Management

- Own the overall tour product portfolio: which destinations, packages, and departure dates Gogo Tours brings to market each season.
- Direct market and seasonality analysis across the team to identify which destinations to expand, hold, or wind down.
- Set pricing strategy and margin targets across the portfolio, and approve major pricing or bundling decisions (early-bird, peak-season, last-minute).
- Review portfolio performance regularly against sales, load factors, and margin, and reallocate inventory or marketing focus accordingly.




- Benchmark Gogo Tours' offerings against competitors and recommend where the portfolio needs to evolve.

5. Inventory & Yield Management

- Set policy and thresholds for load factor monitoring, release dates, and waitlist management, and ensure the team applies them consistently.
- Personally intervene on high-risk situations — tours trending toward attrition penalties, oversold departures, or major waitlist conflicts.

6. Operational Fulfillment & Financial Accuracy

- Ensure ticketing, vouchering, and manifest reconciliation processes run with 100% accuracy across all departures.
- Oversee costing and invoice verification workflows, ensuring supplier invoices reconcile with contracted terms before accounting sign-off.
- Report on department-level costs, margins, and vendor performance to senior leadership.

Qualifications & Requirements

- Bilingual Proficiency: Skilled-level fluency in Cantonese and Mandarin (written and verbal) required.
- Experience: 5+ years in travel operations, procurement, or merchandising, including 2+ years in a leadership or team management role. Tour operator or travel industry experience strongly preferred.
- Commercial & Analytical Skill: Proven ability to read market trends and demand data to make pricing, bundling, and portfolio decisions that drive revenue and margin.
- Negotiation Leadership: Track record of negotiating and managing complex vendor contracts, and comfortable stepping in on high-stakes disputes.
- People Management: Experience building, coaching, and holding a team accountable in a deadline-driven environment.
- Deadline & Detail Driven: Comfortable owning outcomes in a "Ticketing Time Limit" environment where missed cutoffs mean lost inventory and lost margin.

職位名稱：旅遊營運經理 (雙語：粵語/普通話) 公司： Gogo Tours

地點： 安大略省 列治文山 (Richmond Hill, ON)

職位概述

旅遊營運經理負責領導 Gogo Tours 的營運、採購及商品企劃部門。您將管理一支由採購及商品企劃專員組成的團隊，主導全球供應商策略，並對旅遊產品組合的商業表現全權負責——由採購到出發全程把關。

核心職責

1. 團隊領導與部門管理

- 管理及指導營運、採購與商品企劃專員團隊，按目的地及出發日期分配優先次序及工作量。
- 制定並執行合約簽訂、成本核算、名單準確性及票務截止日期的營運標準，確保團隊一致執行。
- 負責營運團隊的招聘、培訓及績效管理，包括雙語（粵語/普通話）人力需求。

2.



供應商策略與合約管理

- 制定酒店、地接社、交通公司及航空公司的整體供應商策略，優先選擇在價格、品質及可靠性上取得最佳平衡的合作夥伴。
- 主導重要或策略性合約的談判，並作為團隊無法直接解決之爭議的最終處理人。
- 審核並批准合約條款，包括取消政策、房間縮減配額及免費房比例，方可最終落實。
- 維持並拓展北美及亞洲的供應商網絡，包括在 Gogo Tours 拓展新目的地時物色新的供應商夥伴。

3. 酒店、餐廳採購與行程體驗設計

- 制定酒店、餐廳及體驗活動的採購標準，確保各目的地均符合 Gogo Tours 的豪華品牌形象。
- 審批團隊提出的新特色體驗（如私人晚宴、獨家品鑑活動、文化探索），並權衡成本與差異化價值。
- 定期（親自或透過團隊）進行實地考察及供應商審核，以驗證重點市場的品質標準。

4. 商品企劃與產品組合管理

- 全面負責旅遊產品組合，決定 Gogo Tours 每季推出的目的地、套裝行程及出發日期。
- 指導團隊進行市場及季節性分析，識別應擴展、維持或縮減的目的地。
- 制定產品組合的定價策略及利潤目標，並批准重大定價或套餐組合決策（早鳥優惠、旺季價格、最後促銷）。
- 定期檢視產品組合的銷售、負載率及利潤表現，並據此調配庫存或行銷資源。
- 分析 Gogo Tours 與同業產品的競爭定位，並提出產品組合優化建議。

5. 庫存與收益管理

- 制定負載率監控、釋放日期及候補管理的政策與門檻，確保團隊一致執行。
- 於高風險情況（如可能觸發縮減懲罰的行程、超賣航班或重大候補爭議）親自介入處理。

6. 營運履行與財務準確性

- 確保票務、憑證發放及名單核對流程於所有出發團組中保持 100% 準確。
- 監督成本核算及發票核實流程，確保供應商發票與合約條款一致，方可提交會計部門確認。
- 向高層管理團隊匯報部門成本、利潤及供應商表現。

職位要求

- 語言能力： 具備專業級別的粵語及普通話流利程度（書面及口語）。
- 經驗： 5 年以上旅遊營運、採購或商品企劃相關經驗，包括 2 年以上團隊領導或管理經驗。具旅行社或旅遊業經驗者優先。
- 商業與分析能力： 具備解讀市場趨勢及需求數據的能力，並能據此制定推動營收及利潤的定價、套餐組合及產品組合決策。
- 談判領導力： 具備談判及管理複雜供應商合約的往績，並能勝任處理高風險爭議。
- 團隊管理： 具備在時限緊迫的環境中建立、指導及督促團隊表現的經驗。
- 時限與細節導向： 能在「票務時限」壓力下工作，並對因遺漏截止日期而導致的庫存及利潤損失負全責。

📌 Tour Operations Manager (Toronto)
🏢 Gogo Tours
📍 Toronto