Operations Manager - Tours & Travel at ATL Global Business

Our Client - Sense of Africa is the leading Destination Management Company in Africa, with offices in Kenya, Tanzania, Uganda, Botswana, Namibia, and South Africa. We are a client-focused company that believes in human-to-human business partnerships backed by sound systems and processes, with personalized services and excellent products that are supported by very competitive prices while offering expert insights into lesser-known tour and safari destinations.

About the Opportunity

Based at the regional office in Nairobi, the role of the Operations Manager will be to ensure that the Operations Department is operated in a smooth, efficient, and cost-effective manner to meet the needs of the business and sustain profitable growth as well as facilitate high-quality customer service.

Specific Responsibilities:

• Review, develop and implement SOPs for the Operations Department
• Ensure compliance with company and Agents branding and collateral management.
• Operational vehicle Quality Control
• Driver/Guide performance evaluation, monitoring & reporting
• Coordinate VIPs and large group transfers
• Management of incidents, emergencies and 24hrs call center.
• Consistently review company products and suggest improvements.
• Coordinate and conduct in-house Operations training.
• Ensure consolidated processes and procedures are followed within the region.
• Complaints and compliments handling and management.
• Any other duties as may be assigned by Management.

Minimum requirements

• Degree/Diploma in Business Management/Customer Care/ Tour Operations/ Logistics Management/ from a recognized Institution
• 5 years’ experience in Hospitality/Tourism Sector would be an added advantage
• Excellent Customer Service Skills
• Strong interpersonal skills, computer literate,
• Strong Communication skills (both oral and written). Foreign language an added advantage.
• Planning, organization, and Negotiation Skills, High level of Integrity, Problem-solving skills
• Flexibility and willingness to work long, irregular hours
• Ability to maintain a harmonious working relationship clients, suppliers, and colleagues