Dedi Irawan

TripGuru - thetripguru.com is a Hong Kong-based travel experience company with a global, fully remote team spanning Asia Pacific, Europe, and the Americas. We curate and operate authentic travel experiences worldwide through our network of operators and guides, leveraging our technology. Committed to sustainability, we prioritize responsible tourism by integrating eco-friendly practices, supporting local communities, and enhancing the well-being of residents.

As a Destination Manager (Supply Management Indonesia), I specialize in sourcing and managing commercial relationships in Indonesia, particularly in Bali and surrounding areas. My role involves ensuring high-quality travel experiences through rigorous quality control and customer experience improvements. Effective communication and interpersonal skills are essential for collaborating with tour guides and external vendors.

• Tour Guide Management: Ensure operational and sales continuity by recruiting, managing, and advocating for a network of tour guides. Oversee their performance to maintain high standards.
• Vendor Relations: Achieve target margins by managing vendor relationships, securing the best rates and quality of service, and fostering vendor flexibility and loyalty.
• GMV Optimization: Collaborate with Business Development team to maximize sales and revenue opportunities, optimizing itineraries, inventory, and associated products and services.
• Compliance and Safety: Ensure reliability, legality, and safety of all tours by adhering to company procedures, local laws, and regulations. Promptly escalate potential risks.
• Additional Duties: Perform other tasks as assigned to support overall company goals.

Skills: Operations Optimization · Market Development · Business Relations · Sales and Negotiation · Customer Satisfaction · Tour Management · Supply Management · Customer Experience · Account Management

As the Fleet Leader, my overall responsibility is overseeing the fleet's daily tasks. I am in charge of ensuring fleet efficiency, adherence to standard operating procedures, cost and budget control, and
delivering exceptional customer experience. I manage the assignment and overall operation of the fleet while providing feedback to management on areas for improvement. As the Fleet Leader, my job tasks include:

• Overseeing the daily tasks of the fleet, ensuring efficiency, adherence to standard operating procedures, cost and budget control, and superior customer experience
• Supervising a team of 65 drivers, coordinating their schedules, addressing passenger complaints, and evaluating driver performance
• Conducting weekly and monthly safety meetings to ensure compliance with company policies and minimize occupational injuries and illnesses
• Implementing standard operating procedures and workflow measures to increase performance output and reduce overhead costs
• Managing the fleet's expenditure, overseeing the acquisition of fuel, maintenance, supplies, equipment, and services to optimize the fleet's profit and loss
• Working closely with a team of three executives to ensure that all tasks related to the fleet are completed efficiently and effectively, including coordinating driver schedules, maintaining fleet records, and ensuring compliance with company policies and procedures
• Recruiting and training new drivers, and recommending measures to improve driver motivation, equipment performance, work methods, and customer service.

By supervising Fleet Executives, Fleet Admins, and drivers, we ensure that the entire fleet operates smoothly and efficiently, delivering the highest level of service to our customers while staying within budget and minimizing risks.

Skills: Process Improvement · Communication · Time Management · Leadership and Management · Recruitment and Training · Financial Management · Customer Satisfaction · Safety Management · Financial Analysis · Operations Management

As a Product Loading & Content Specialist for Discova, my primary responsibility is to work closely with the Discova Global Product team to ensure the successful upload, quality assurance, and updating of product content for both new and existing products across all Discova destinations. My role includes ensuring that all products are ready to go live on all Discova distribution channels and connectivity platforms, such as DMC Tour Plan System, TOCCO, WebConnects, HotelHub, and other Discova distribution channels.

To achieve this, I will be responsible for uploading product content, conducting quality assurance checks, and updating product tariffs and inventory. I will also work closely with various Discova distribution channels and connectivity platforms to ensure that all products are accurately represented and easily accessible to customers.

My role covers all Discova destinations, including 11 destinations in Asia and 3 destinations in the Americas and Caribbean (Mexico, Dominican Republic, and Costa Rica).

As a Product Content Specialist, I will play a vital role in ensuring that Discova's products are effectively marketed and easily accessible to customers across all distribution channels.

Skills: Communication · Time Management · High Level Of Accuracy · Analytical Skills · Content Management · Technical Skillset · Product Knowledge

As the person responsible for the operation of Discova bookings, my job is to ensure that all field staff and partners involved directly in the booking process execute operational standards and requirements to ensure customer satisfaction and productivity. This requires delivering the best-in-class service and memorable local experiences for travelers. My operational responsibilities include assigning guides, reconfirming reservations, handling operational issues, and providing feedback to management on risks and opportunities for improvement. To accomplish these objectives, I:

• Work closely with the Reservation team to ensure all transfers and tour logistic details are fulfilled according to company SOP’s
• Ensure 3rd party services are booked and confirmed, either via bulk messaging or email. Once confirmed, service status must be updated in Tourplan to ensure consistency and smooth customer experience
• Have the authority to initiate new, better OBWs, through the proper channels
• Cooperate effectively with Fleet, Product, Reservation, Customer Experience and Suppliers for seamless daily operations and overall service improvements
• Ensure 24/7 support on the ground for clients’ complaints and incidents with appropriate corrective and preventive measures

Overall, my role is to ensure that our clients have the best possible experience when they book with Discova. This involves coordinating with various teams and partners to execute our operational standards and requirements, ensuring seamless daily operations, and providing 24/7 support to our clients to address any issues or concerns that may arise.

Skills: Communication · Customer Service · Customer Satisfaction · Problem Solving · Operations Management

As a Reservation Agent and Sales Support, my main responsibility is to handle hotel and activity bookings and contracting. My duties include:

• Preparing all necessary vouchers for accommodations, flights, and activities.
• Reviewing prepared itineraries to ensure accuracy and completeness.
• Verifying invoices to ensure that they match the agreed-upon rates and services.
• Ensuring that our clients are satisfied with their bookings and addressing any issues that may arise.
• Collaborating with the sales team to provide support as needed.
• Keeping up-to-date with industry trends and changes to ensure that we are providing the best possible service to our clients.

Overall, my goal is to ensure that our clients have the best possible experience when booking their accommodations and activities with AquaMarine Diving Bali. I strive to provide accurate and timely information to our clients and to work with them to address any issues that may arise.

Skills: Communication · Time Management · Customer Service · Attention to Detail · Customer Satisfaction

As a Front Desk Agent, I am responsible for registering guests, managing reservations, and creating a pleasant and memorable stay for our guests. My job tasks include:

• Performing all check-in and check-out tasks.
• Managing online and phone reservations.
• Informing customers about payment methods and verifying their credit card data.
• Registering guests and collecting necessary information (like contact details and exact dates of their stay).
• Welcoming guests upon their arrival and assigning rooms.
• Providing information about our hotel, available rooms, rates and amenities.
• Responding to clients’ complaints in a timely and professional manner.
• Liaising with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs.
• Confirming group reservations and arranging personalized services for VIP customers and event attendees, like wedding guests.
• Upselling additional facilities and services, when appropriate.
• Maintaining updated records of bookings and payments.

Skills: Communication · Customer Service · Hospitality Industry · Sales · Customer Satisfaction