The Operations Executive - DMC & Tour Services is responsible for coordinating the day-to-day delivery of Masarra DMC's tours, transfers, experiences and guest services, ensuring confirmed bookings are accurately planned, resourced and delivered to the required service standards.
The role combines office-based operational coordination with hands-on field delivery, including tour guiding, driving, airport services, FAM trips, events and special programmes when operationally required.
Working with Reservations, Product, Sales, suppliers, guides, drivers and internal teams, the role prepares allocations, manifests, routing, pick-up schedules and operational briefings, supports live operations and resolves service issues.
This position is intended for an experienced UAE tour guide or DMC operations professional who has strong practical field knowledge, is ready to take broader ownership of operational planning and coordination and wants to develop towards future supervisory and management responsibilities.
Key Responsibilities
Operational Planning & Service Coordination
- Review confirmed bookings and identify all operational requirements before delivery.
- Prepare daily allocations and assign guides, drivers, vehicles and operational resources.
- Review itineraries, manifests, routing, pick-up timings and logistical requirements.
- Coordinate with Reservations, suppliers, guides, drivers and internal teams to ensure operational readiness.
- Monitor active services and respond to operational changes, delays or disruptions.
Tour Guiding, Driving & Guest Operations
- Conduct tours and guest experiences when operationally required.
- Support guest transportation and operational movements when assigned.
- Deliver professional guest service and represent Masarra in the field.
- Resolve operational and guest-service issues promptly.
- Provide practical field expertise to improve service delivery and planning.
Airport Operations, FAM Trips & Events
- Support arrivals, departures, meet-and-greet services, transfers and VIP movements.
- Coordinate familiarization trips, site inspections and hosted programmes.
- Support events, group movements, corporate programmes and special projects.
- Act as an operational point of contact during assigned programmes.
Supplier & Resource Coordination
- Liaise with transport providers, attractions, venues and activity operators.
- Maintain guide, driver and vehicle schedules.
- Prepare operational briefings and service information.
- Monitor service delivery and escalate recurring supplier or resource concerns.
Operational Administration & Systems
- Maintain manifests, allocation schedules, service files and trackers.
- Raise and track purchase requisitions and operational expenses.
- Ensure all booking, service and resource information remains accurate within systems.
- Complete service closure activities and reporting requirements.
- Prepare operational reports to support management decision-making.
Leadership Development & Continuous Improvement
- Take ownership of operational coordination from planning through completion.
- Support guides, drivers and colleagues during daily operations and special programmes.
- Assist with onboarding and knowledge sharing for new team members.
- Identify opportunities to improve planning, service delivery and operational controls.
- Develop broader planning and supervisory capability for future progression into operations management.
Qualifications & Experience
Essential
- Diploma, degree or equivalent experience in tourism, hospitality, travel, business administration or a related field.
- Valid UAE Driving License.
- Minimum 3 years of UAE experience in tour guiding, DMC, inbound tourism or ground operations.
- Hands-on tour delivery and guest-service experience.
- Experience coordinating itineraries, manifests, timings and operational resources.
- Experience using DMC, booking, reservation or operations systems.
Desirable
- Valid UAE Tour Guide License.
- First Aid certification or training in tourism operations, customer service or supervision.
- Experience supporting airport services, FAM trips, groups, VIP movements or events.
- Experience coordinating or guiding operational teams.
Skills & Knowledge
- Strong knowledge of UAE attractions, tourism products, routes and logistics.
- Excellent tour guiding and guest engagement skills.
- Strong operational coordination and planning capability.
- Effective problem-solving and decision-making skills.
- Leadership potential with a proactive and accountable approach.
- Proficiency in Microsoft Office and operational systems.
- Strong written and spoken English; additional languages are an advantage.
- Excellent organisation, flexibility and prioritization skills.
