Senior Officer, Gates Operations at Ol Pejeta Conservancy (OPC)

Role Summary:

• The main purpose of this position is to supervise the generation of tickets, information capture on OBTS and ensuring 100% payment of all OPC experiences as well as gate entries. To implement an efficient and secure ticketing solution and manage revenues. Ensure filling of the disclaimer and issuance of code of conduct to everyone who comes through the gates.

Responsibilities:

Administration

• Update information on the booking systems, process all bookings, manage inventory in the booking system and recommend ways to maximize revenue.
• Work with the accounts team to ensure correct capture of daily revenue especially with regard to online payments, allocation of funds with regards packaged entry rates and reconcile 3rd party operator and partner accounts. Where necessary provide reports as required.
• Manage booking charts and inventory management by reviewing content and maintaining rates and inventor on the booking engine and any other online booking listings.
• Champion and strengthen the use of current and new systems in tourism operations including the booking and ticketing system, Salesforce, Procurement, HRM among others as well as train and offer support to the tourism team.
• Champion and strengthen the use of current and new systems in tourism operations including the booking and ticketing system, Salesforce, Procurement, HRM among others as well as train and offer support to the tourism team.
• Assist Head of Tourism, with distribution, promotion and filing of special packages and ensure that travel agents & operators, tourism partners and MKWE homeowners as well as key potential-selling-point-staff are aware and educated on each with an aim to maximizing revenues using upselling opportunities.
• Submit monthly comparable reports highlighting a breakdown in source of business, monthly grid, revenue report, Ol Pejeta Escapes’ bookings report among others Ensure that all billing and credit agreements are managed and controlled and that correct procedures for processing payments and refunds are followed. Work with the accounts team to ensure correct capture of daily revenue, funds allocations and reconciliation where necessary.
• Manage, administer and coordinate the Ol Pejeta MKWE Membership Scheme with regards to registration, renewals, issuance of cards and record keeping.

Operations

• Oversee gate operations with regards managing set procedures to support the execution of the OPC cashless plan and effectively monitor correct capture of online bookings and data collection.
• Supervise the management of tourism gates by effectively following up on laid down quality and customer service standards, adhering to internal guidelines on revenue collection and accountability procedures, correct use of systems and provision of reports.
• Strengthen and support the use of current systems used in tourism operations especially in guest or service-related transactions. Train and support the tourism team to ensure correct use of these systems and take the lead in supporting tour operator relationships especially with regards Cashless requirements: compliance and agent log-ins displaying appropriate decision making when necessary.
• Manage the unit’s operations including decision making with regards to problem solving day to day planning and customer service within set parameters given by the Head of Tourism while ensuring effective daily communication among all teams and players.
• Manage and ensure resolution of all guest issues or complaints and provide training to all new employees for all policies and procedures and to escalate where necessary.
• Manage current business accounts by servicing them, gathering feedback, maintaining their relationships while gathering new ones.
• Implement departmental sales plans by ensuring correct follow through of all requirements, timelines and deliverables in the sales plan.

Training

• Train and mentor, manage and support unit teams and their responsibilities while ensuring product knowledge and client service is maintained, deliverables achieved and also manage the leave and off days together with weekly and weekend work rotations and relief movements.
• Review current and develop new processes and Standard Operating Procedures (SOPs) where necessary and distribute while remaining the contact person for the unit in departmental interactions.
• Undertake any reasonable requests made by the Conservancy including flexibility in hours and location and to accept responsibility for the Conservancy when scheduled to do.

Qualifications and Skills:

Qualifications

• Diploma in Tourism, Administration, Information Technology or related field.

 Experience

• Minimum 7 years relevant job experience.

 Skills

• Detail oriented with excellent organizational, critical thinking and problem-solving skills
• Ability to thrive in a high paced, fast turnaround business
• Be positive, motivated, ambitious, and proactive, with a “can-do” attitude.
• Adaptable – ability to respond quickly to a shifting reality and adjust initiatives and priorities accordingly
• Great interpersonal, communication and collaboration skills
• Good spoken and written English is a must for this position