Booking & Dispatch Agent
BOOKING & DISPATCH COORDINATOR (FULL-TIME) — TOURISM TRANSPORT (BALI)
Airport transfers · Day-hire private tours · Tour guide services · 24/7 operation
Job type: Full-time (rotating 24/7 shifts)
Location: Bali, Indonesia (on-site)
Openings: Multiple positions
Experience level: Mid-level (2+ years)
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ABOUT THE COMPANY
We are an early-stage tourism transport business launching in Bali. Our services span airport transfers, day-hire private tours, and tour guide services, delivered through a network of driver and fleet partners. We operate 24/7 and are now building out our booking and dispatch team.
ABOUT THE ROLE
The Booking & Dispatch Coordinator sits at the operational core of the business. You are the bridge between customers, drivers, and tour guides — taking bookings, organising day tours, building shift rosters, allocating jobs in real time, and keeping every transfer and tour running smoothly.
This is a hands-on, fast-moving role. Quiet hours don't really exist in a 24/7 tourism operation — there is always a flight landing, a tour ending, a driver checking in, a customer with a question. The right person enjoys that pace and stays calm when things go wrong.
KEY DUTIES
You will be responsible for the following:
BOOKINGS & RESERVATIONS
• Receive and confirm booking enquiries via phone, WhatsApp, email, website, and online platforms (Klook, GetYourGuide, Viator, Airbnb Experiences, hotel concierges)
• Quote pricing for airport transfers, day-hire tours, and tour guide bookings
• Handle modifications, cancellations, and refunds per company SOPs
• Capture full booking details: pickup point, drop-off, flight number, group size, vehicle type, language preference, child seats, dietary or accessibility needs
• Confirm bookings to customers and send pre-trip reminders the day before
DAY TOUR ORGANISATION
• Build day-tour itineraries based on customer preferences (cultural, adventure, food, family-friendly, photography)
• Book ancillary services where included: restaurant reservations, attraction tickets, entry passes, activity bookings
• Match tour guides to bookings based on language, expertise, and customer profile
• Brief tour guides on the day's bookings: customer background, special requests, dietary needs, anything sensitive
DISPATCH & ALLOCATION
• Allocate bookings to drivers and vehicles based on real-time availability, vehicle suitability, location, and customer requirements
• Build and maintain shift rosters for drivers and tour guides; allocate shifts and tasks across the operating week
• Run the dispatch desk during your shift (we operate 24/7 — your shifts will be part of a rotating roster)
• Track driver and vehicle availability in real time
• Re-allocate jobs when a driver is delayed, has a vehicle issue, or calls in sick
• Confirm pickup completion (driver check-in) for every booking on your shift
• Monitor flight arrivals and Bali traffic conditions; adjust pickup times as needed
DRIVER & TOUR GUIDE LIAISON
• Run shift briefings with drivers and guides (in person, WhatsApp group, or call)
• Communicate special instructions and customer details for each booking
• Coordinate with the Lead Dispatcher and other coordinators for handover, shift swaps, and absences
• First-line response to on-road issues: route changes, customer complaints, vehicle problems, traffic incidents
• Provide feedback on driver and guide performance; escalate to the Operations Manager when needed
CUSTOMER SERVICE
• Real-time customer communication during their booking ("where's my driver?", "we're running late from the restaurant", "can the guide pick us up here instead?")
• First-line complaint handling; escalate to the Operations Manager when appropriate
• Post-trip follow-up on any incidents or issues
REPORTING & ADMIN
• End-of-shift handover note covering bookings serviced, incidents, escalations, and outstanding items
• Log all bookings, incidents, complaints, and feedback in our system
• Maintain accurate driver and guide rosters, booking records, and payment status
• Flag recurring issues to the Operations Manager so we can fix root causes
REQUIRED EXPERIENCE
• Minimum 2 years of experience in booking, reservations, dispatch, hospitality, travel, or tour operations
• Fluent in both Bahasa Indonesia and English (written and spoken). This is a hard requirement.
• Comfortable using booking platforms, WhatsApp, spreadsheets, and basic CRM tools
• Strong attention to detail — wrong flight number, wrong pickup, wrong vehicle ruin a customer's trip
• Calm under pressure — peak periods (Christmas/New Year, Eid, school holidays) are intense
• Reliable for shift work including nights, weekends, and public holidays — this is the role, not an occasional ask
• Local Bali knowledge (geography, traffic, attractions, hotel locations) strongly preferred
PREFERRED
Experience with tour operators, OTAs (Klook, GetYourGuide, Viator), airport ground handling, hotel concierge, or any guest-facing tourism business in Bali.
HOURS & SHIFTS
This is a full-time role on a rotating shift roster. We operate 24/7. You will be allocated approximately 40 hours per week across day, evening, and overnight shifts, with weekend and public holiday work as part of the rotation.
Multiple full-time positions are available.
WHAT WE OFFER
• Performance bonus tied to operational KPIs (on-time pickups, customer satisfaction, no-incident shifts)
• BPJS and Indonesian leave entitlements (pro-rata for part-time)
• Direct reporting line to the Operations Manager — fast feedback, fast decisions
• Real growth path: top performers will be considered for Lead Dispatcher and operations management roles as the business scales
HOW TO APPLY
Send your CV plus a short written response (English or Bahasa Indonesia) to the following question:
"Describe a time you had to coordinate multiple drivers or service staff under time pressure. What was the situation, what did you do, and what was the outcome?"
Applications without a written response will not be considered.