Omar Abu Nemrh

With over 10 years of experience in inbound tourism, I specialize in operations management, quality control, and strategic planning within the DMC sector. As Operations & Quality Control Supervisor at Desert Adventures Tourism, I ensure seamless service delivery, optimize workflows, and maintain the highest standards for client satisfaction. Working exclusively B2B, I collaborate with global travel partners to deliver exceptional experiences.

Passionate about showcasing Jordan to the world, I'm also involved in business development, FAM trip coordination, and market expansion—particularly in luxury segments.

Operation & Quality Control Supervisor at Desert Adventures Tourism (A Fairfax Financial Holdings Limited Company) (2023-01 – Present)

• FAM Trip Coordination: Organize and execute FAM (Familiarization) trips for international travel partners, managing the entire process from A to Z, including itinerary planning, supplier coordination, and on-ground escort during site inspections and experiences.
• Support the sales team by handling all types of travel requests, including FIT, Group, and MICE. Oversee both the sales cycle (quotations, client communication, and proposal development) and the operational execution (service bookings, logistics, and quality control) to ensure seamless and successful delivery.
• Additionally, provided travel advice and responded to all inquiries from the sales team to facilitate timely and accurate client servicing.
• Online Presentations & Webinars: Organized and delivered virtual seminars for international agents to promote Jordan, showcase products, and strengthen partnerships.
• Quality Assurance: Monitor service delivery standards across every stage of the client journey, including transportation, hotels, guides, and excursions, ensuring consistency and excellence.
• Maintain regular contact with clients during their stay to gather feedback on services and proactively address any additional requirements or requests.
• Resolve any issues efficiently to maintain high satisfaction and service standards.

Operations Supervisor at Desert Adventures Tourism (A Fairfax Financial Holdings Limited Company) (2019-01 – 2022-12)

• Supplier Relations & Contracting: Negotiate, evaluate, and manage service agreements with all suppliers, including tour guides, drivers, transportation companies, restaurants, hotels, and freelance service providers.
• Oversee the processing of supplier payments and ensure quality control and compliance with contractual terms.
• Plan and coordinate all logistics for FAM trips, MICE groups, charter flights, cruise ship passengers, and private jet arrivals.
• Escort and provide full operational support for top VIP groups, escorted in a designated operational car alongside the group to ensure real-time coordination.
• Oversee express check-in at hotels, supervise restaurant arrangements, manage entrance procedures at sites, and coordinate on-ground logistics to ensure flawless service execution and immediate problem resolution.
• Sales, Costing & Product Development: Prepare and manage ground handling rates, costings, and pricing structures for various travel segments.
• Assisted the Contracting Manager with strong expertise in hotel and charter flight contracting.
• Responsible for collecting annual contracts from hotels and supporting the negotiation and documentation process.
• Government & Tourism Authority Relations: Liaise with government entities and tourism associations, including the Ministry of Tourism, Jordan Tourism Board, and the Jordan Society of Tourism & Travel Agents, to stay updated on official regulations, circulations, and any developments, and ensure timely follow-up and compliance on all relevant matters.
• Team Training & Development: Conduct onboarding sessions and operational training for new staff members to ensure service consistency and performance excellence.
• Reporting & Performance Analysis: Prepare and present detailed reports to management, including sales performance, booking status, transportation logistics, client feedback, customer service outcomes, and profitability analysis.

Operations Officer at Desert Adventures Tourism (A Fairfax Financial Holdings Limited Company) (2015-12 – 2018-12)

• Airport Operations & Visa Assistance: Supervise meet & assist services at airports, ensuring seamless support for FIT and Groups travelers during passport control and visa procedures.
• Provide expert assistance with visa requirements and immigration formalities at all entry points—land borders, seaports, and airports.
• Organized and confirmed excursions in Jordan and to Jerusalem, tailoring offers to clients' interests, budget, and needs.
• Engaged clients directly and coordinated with suppliers to ensure seamless execution and top-quality service.
• Managed all operational aspects of client travel files, including quotations, reservations, invoicing, payments, and communication.
• Handled hotel and restaurant bookings, site visits, activities, etc.

Operation Officer at MAPFRE (2014-09 – 2015-11)

MAPFRE Assistance (now MAWDY – MAPFRE Worldwide Digital Assistance) is part of MAPFRE Group, a leading global insurance and reinsurance company with operations in over 40 countries. MAWDY specializes in providing innovative assistance solutions worldwide, covering roadside, home, medical, and travel-related services for individuals and businesses. As an Operations Officer based in Jordan, I coordinated and delivered support services across the GCC, Lebanon, and Jordan, ensuring high-quality service, operational efficiency, and customer satisfaction.

• Roadside Assistance: Managed incoming requests for towing, battery boost, fuel delivery, lockouts, and flat tires; coordinated service providers; tracked SLAs; maintained accurate service logs and client feedback records.
• Home Assistance: Handled urgent service requests (plumbing, electrical, locksmith); dispatched qualified technicians; followed up on case resolution and monitored provider performance.
• Medical Assistance: Supported clients with urgent/scheduled medical needs including ambulance dispatch, hospital admission, and teleconsultation; arranged medical transportation and repatriation while ensuring data confidentiality.
• Travel Support: Assisted clients with travel disruptions such as lost documents, emergency accommodation, or alternative transport; liaised with global offices and partners to provide seamless support; facilitated insurance claim documentation.

Customer Service and Moderator at D1G.com (2013-04 – 2014-09)

• Manage live chat support, oversee content publishing and optimization, implement moderation guidelines, ensure platform quality, and enhance user engagement.

Banquet Captain at Holiday Inn Resort Dead Sea (2011-05 – 2013-04)

Bachelor's degree in French Language and literature – Al-Albayt University (2007 – 2011)

High School in Hospitality Administration/Management – Mazhar Arsalan (2005 – 2007)