A Bali-based destination management company specialising in tailor-made travel to promote Indonesia's rich cultural heritage and natural beauty through unique and immersive experiences is looking for a Sustainability, Quality and Relation Manager to join their team.
The ideal candidate will play a pivotal role in managing traveler satisfaction, addressing complaints, and ensuring a seamless and memorable experience for clients. They will oversee and enhance sustainability initiatives, ensure the highest quality standards in operations, and maintain strong relationships with stakeholders.
Requirements :

• Open for local and expat candidates.
• Minimum five years in a similar role, preferably within the travel and tourism industry.
• Fluent in French, English, and Indonesian. Proficiency in Spanish or German is a plus.
• In-depth understanding of sustainability principles, ESG criteria, and quality assurance practices.
• Strong familiarity with local cultures and tourism destinations across Indonesia.
• Exceptional problem-solving and decision-making abilities.
• Excellent communication and interpersonal skills to build and maintain strong client and supplier relationships.
• Proficient in feedback monitoring tools and quality management systems.
• Able to handle on-the-ground issues swiftly during high travel seasons (June to October).
• Willingness to travel domestically to inspect suppliers and collaborate with local stakeholders.
• Deep appreciation for Indonesia’s cultural diversity and commitment to sustainable tourism practices.
• Passionate about promoting eco-friendly and responsible travel initiatives.
• Able to work independently and collaboratively in a multicultural team environment.
• Available to be on-call during peak seasons and flexible to adapt to dynamic industry needs.
• Must be based in Bali to effectively manage local and regional operations.

Responsibilities :

• Develop and implement sustainability strategies aligned with Travelife certification and other industry standards.
• Collaborate with suppliers, guides, and internal teams to promote environmentally and socially responsible practices.
• Monitor and report on sustainability metrics and initiatives.
• Conduct regular evaluations of suppliers, guides, and excursions to ensure quality standards are met or exceeded.
• Manage audits and inspections, including the evaluation of hotels and activities using sustainability and quality criteria.
• Provide training to staff and guides on quality and sustainability expectations.
• Act as the primary point of contact for addressing and resolving complaints during travelers’ trips.
• Identify solutions to problems promptly and ensure travelers’ satisfaction and the success of their journey.
• Follow up with clients to verify their satisfaction post-resolution and implement measures to prevent future issues.
• Monitor and analyse feedback from travelers to identify areas for improvement.
• Implement systems to continuously improve the quality of service and traveler satisfaction levels.
• Recruit, evaluate, and build relationships with reliable guides who align with the company’s values.
• Provide training and development opportunities for guides, emphasising professionalism, sustainability, and customer care.
• Maintain a network of backup guides to ensure uninterrupted operations.
• Maintain strong relationships with suppliers and partners, ensuring alignment with sustainability and quality objectives.
• Represent the company in external meetings and collaborations with stakeholders.

Benefits:
Salary according to experience + BPJS + THR
Kitas will be provided for expats
Team excursions and retreats
Performance based bonus
Job Type: Full-time