tour coodinator/supervisor

Tour Coordinator

Location: Airport NAIA Terminal 1,2 and 3

Work Hours: 1st shift: 9-8PM (9+2 hours OT and lunch at 12-1pm) &

2nd shift: 8-7AM (9+2 hours OT and lunch at 11-12am)

Working Days: 6 days

Reports to: Head of Operations

Metric-Based: Yes

No. of Position: 7

Salary: 20,000 gross monthly

Target Hired: October 15, 2025

Position Overview:

The Airport Representative is stationed at the designated Transit Tour Concierge at NAIA and plays a pivotal role in delivering a smooth and memorable experience for eligible transit passengers. This frontline position is responsible for guiding passengers throughout their journey — from verification to post-tour support — while ensuring coordination with various stakeholders for seamless operations.

Key Responsibilities:

●Passenger Verification: Confirm passenger bookings, validate eligibility for the Transit Tour, and ensure proper documentation is in place.

●Sales & Booking Support: Assist walk-in passengers with inquiries, provide tour availability updates, and facilitate on-the-spot bookings as needed.

●Customer Service: Respond to passenger questions, assist with changes to bookings, provide information about tour schedules, routes, and facilities, and distribute flyers upon passenger arrival.

●Problem Resolution: Address concerns or complaints professionally and promptly, ensuring passenger satisfaction and escalation when necessary.

●Immigration Coordination: Work closely with airport and immigration authorities to support smooth immigration clearance for eligible transit passengers.

●Tour Guidance: direct passengers to the designated assembly area, ensuring a smooth handover to the tour team.

●Stakeholder Coordination: Liaise with tour operators, marshals, drivers, and airport personnel to maintain seamless communication and service flow.

●Post-Tour Support: Collect passenger feedback and assist with follow-up inquiries such as lost items, documentation, or customer care.

●Research & Feedback Gathering: Observe passenger behavior, collect insights, and contribute to service improvement reports to enhance the overall experience.

Qualifications:

Education:

Bachelor's degree in Hospitality Management, Tourism, Communications, or any related field is preferred. Equivalent work experience in customer-facing roles may be considered.

Experience:

-Minimum of 1–2 years of experience in customer service, airport operations, tourism, or related industries.

-Experience in handling international travelers, tourism activities, or concierge services is a strong advantage.

Skills & Competencies:

-Excellent verbal and written communication skills in English; multilingual abilities (especially Korean, Mandarin, or Japanese) are a plus.

-Strong interpersonal and customer service skills with a genuine interest in helping others.

-Confident in handling passenger concerns, with good problem-solving and

conflict resolution abilities.

-Ability to multitask, work under pressure, and adapt quickly in a fast-paced airport environment.

-Proficiency in basic computer applications (MS Office, booking systems, and communication tools).

-Familiarity with airport protocols, immigration processes, or travel documentation

is an asset.

●Other Requirements:

• Must be willing to work on shifting schedules, weekends, and holidays based on airport operations.
• Presentable, punctual, and professional in demeanor and appearance.
• Physically fit to move around the airport terminal and assist passengers as needed.
• Team player with strong coordination and collaboration skills

Tour Coordinator Supervisor

Location: Airport NAIA Terminals 1, 2, and 3

Work Hours: Shifting schedule aligned with Tour Coordinator teams (Day/Night Shifts)

Working Days: 6 days

Reports to: Head of Operations

Metric-Based: Yes

No. of Position: 1

Salary Range: ₱25,000–₱30,000 gross monthly

Target Hired: October 15, 2025

Position Overview

The Tour Coordinator Supervisor oversees the daily operations of the Transit Tour Concierge at NAIA, ensuring the Tour Coordinator team delivers a seamless and exceptional experience for transit passengers. This leadership role is responsible for staff supervision, operational coordination, stakeholder management, and performance monitoring to maintain service excellence and efficiency in a fast-paced airport environment.

Key Responsibilities

Team Leadership & Supervision

●Lead, schedule, and monitor Tour Coordinator teams across shifts, ensuring adequate staffing levels and smooth handovers.

●Provide on-site guidance, training, and performance feedback to staff.

●Motivate and coach team members to uphold high standards of professionalism and customer service.

Operational Oversight

●Ensure all passenger verification, booking, and tour facilitation processes are completed accurately and efficiently.

●Monitor service flow from passenger arrival to post-tour support, resolving operational bottlenecks.

●Enforce compliance with airport regulations, immigration procedures, and company service standards.

●Conduct field checks at NAIA Terminals, Cebu, and Clark DOT Tourist Information Desks to ensure service consistency.

Customer Service & Escalation Management

●Handle escalated passenger concerns or complex issues requiring supervisory intervention.

●Ensure prompt resolution of complaints while maintaining customer satisfaction and company reputation.

●Track passenger feedback and implement corrective measures as needed.

Stakeholder & Partner Coordination

●Act as the primary liaison between the company and airport authorities, immigration officers, tour operators, drivers, and marshals.

●Coordinate with the Head of Operations to address operational challenges, process improvements, and service innovations.

Performance Monitoring & Reporting

●Track KPIs and service metrics, such as passenger satisfaction, processing time, and booking conversion rates.

●Prepare daily/weekly operational reports, incident logs, and improvement recommendations.

●Support the Head of Operations in strategic planning and resource allocation.

Special Permit Compliance

●Ensure compliance with permit requirements for exclusive payments via the LovePH digital app.

●Submit monthly sales reports and a monthly sworn statement report using the provided template.

Qualifications

Education:

●Bachelor's degree in Hospitality Management, Tourism, Business Administration, or related fields preferred.

●Equivalent work experience in supervisory roles in hospitality, airport operations, or tourism may be considered.

Experience:

●Minimum 3–5 years of experience in customer service, tourism, airport operations, or related fields.

●At least 2 years of supervisory or team lead experience in a fast-paced, customer-facing environment.

●Experience working with international travelers, immigration processes, or tour operations is highly advantageous.

Skills & Competencies:

●Strong leadership and people management skills, with the ability to inspire and develop teams.

●Excellent communication skills in English; proficiency in additional languages (Korean,Mandarin, or Japanese) is a plus.

●Solid decision-making, conflict resolution, and problem-solving abilities.

●Ability to manage multiple priorities and remain composed under pressure.

●Competence in MS Office, booking systems, and communication tools.

●Strong organizational and reporting skills.

Other Requirements:

●Willing to work flexible schedules, including nights, weekends, and holidays.

●Professional, presentable, and confident in engaging with diverse stakeholders.

●Physically fit to oversee operations across airport terminals.

●Team-oriented, proactive, and