Tour Operations Project Manager - Part-Time

Founded in 2015, Woopa Group is a new generation travel agency and destination management company. We re-invent the travel experience and combine adventure with professional storytelling to create quality experiences for every traveller. The Company manages the following leading tour operator brands: Monster Day Tours, Lion Heartlanders, 8xplore and UBE—each specializing in innovative tour concepts that connect culture, history, and community in meaningful ways.

We are looking for a hands-on, detail-oriented Tour Operations Project Manager to oversee a high-profile tour programme catered for international visitors. The role involves managing daily tour operations, supervising frontline staff and tour guides, coordinating coaches and logistics, and maintaining strong relationships with our corporate stakeholders. You will be the central coordinator for the programme, balancing operational efficiency, customer experience, and contractual requirements.

Key Responsibilities

Project Delivery & Administration

• Fulfil all project requirements and ensure compliance with contractual specifications for the assigned tour programme(s).
• Prepare and maintain necessary admin documentation, SOPs and operational records.

Bookings, Registration & Guest Flow

• Oversee bookings, registrations, waitlists and enquires, ensuring that pre-tour processes are seamless, clear and efficient.
• Support frontline staff in managing guest expectations.

Manpower Planning & Team Management

• Manage and schedule all manpower required for the tours, including customer service staff and tour guides.
• Monitor performance standards and support staff development through coaching and regular check-ins.

Operations, Logistics & Coaches

• Oversee coach deployment and routing in coordination with the appointed transport operator
• Manage logistics and equipment such as laptops, tablets, phones, guiding equipment, and other tour-related assets, ensuring all equipment are functional, well-maintained and available for daily operations

Stakeholder and Supplier Coordination

• Liaise with internal management and external stakeholders (partners, vendors) to ensure smooth operations.
• Coordinate with third-party suppliers to uphold agreed service standards and resolve operational issues promptly.

Training and Service Standards

• Plan, organize and deliver training for customer service staff, tour guides and coordinators
• Ensure high standards of customer service are consistently upheld across all staff

Feedback, Reporting & Continuous Improvement

• Oversee feedback collection and analysing data to prepare weekly, monthly, quarterly report for management and key stakeholders
• Identify trends, service gaps and operational issues, and implement improvements where required.

Contingency & On-ground Support

• Support and implement contingency plans
• Perform duties as a backup customer service staff when required to ensure continuity of operations
• Carry out other ad-hoc duties as assigned

Requirements

• Diploma or Degree in Tourism, Hospitality, Business, Events Management or related field(or equivalent experience)
• At least 2 – 3 years of experience in operations, project management, tourism,hospitality, events or customer service roles.
• Experience managing frontline teams and/or freelance manpower is an advantage.
• Strong organization and coordination skills, with the ability to manage multiple moving parts and tight timelines.
• Comfortable working with digital tools and systems (e.g. booking platforms, Excel/Sheets, basic dashboards).
• Excellent communication and interpersonal skills, with the ability to work with diverse stakeholders and international passengers.
• Willingness to work on a shift or roster basis, including weekends and public holidays

Personal Attributes

• Customer-centric, with a calm and empathetic approach when handling complaints or disappointed passengers.
• Proactive and resourceful problem-solver, able to respond quickly to on-ground issues.
• Detail-oriented, reliable, and comfortable taking ownership of a high-visibility, operationallyintensive project.
• A strong team player who can build rapport with both frontline staff and senior stakeholders.

Work location: Changi Airport, Singapore