Operations Manager Tour Company at ATL Global Business

Based at the head 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 and coordinate all communication regarding clients on the ground.

Specific Responsibilities:

• Develop and implement SOPs for the Operations Department
• Management provision of Branding and Agent Collateral Management inclusive of water, wipes, and gifts
• Develop and implement operational vehicle Quality Control
• Guide Performance Monitoring & Reporting
• Assist the transport and fleet department in quality control i.e. the vehicles and drivers
• Coordinate VIPs and large group transfers
• Ensure effective management of crisis and emergencies
• Develop and implement a crisis management procedure and ensure compliance incase of emergencies
• Be fully conversant with all company safaris
• Provide feedback and any ideas for improving the quality
• Manage On-ground VIP handling, welcome letters, gifts, etc
• Coordinating, and conducting In house Operations and agent specific Training across East Africa
• Coordinate management of the emergency line
• Achieve full compliance on all matters of agent branding, including uniforms
• Ensure consolidated processes and procedures are followed within the East African Operations
• Maintain a harmonious working relationship with hotels/airline personnel to ensure preferential handling of Sense of Africa guests
• Provide leadership in Crisis Management and Communications
• Assist the CSR Team if necessary with Agent related reports
• Complaints Handling, Management and Evaluation
• Any other duties as may be assigned

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)
• Planning, Organization, and Negotiation Skills
• High level of Integrity
• Problem-solving skills
• Flexibility and willingness to work long, irregular hours