Operations Coordinator

7 months ago

Cape Town, South Africa Rhino Africa Full time

Rhino Africa is the World’s Most Awarded Safari Company and has been planning tailor-made luxury safaris to Southern Africa, East Africa and the Indian Ocean Islands since 2004. We've welcomed over 200,000 delighted guests from all across the globe, and reaped many awards along the way too.

But it's not all thrills and frills, as we're big on making a lasting positive impact on our continent. We create one permanent job in the tourism industry for every seven guests who travel to Africa with us. Plus, we partner with various dynamic organisations dedicated to uplifting rural communities and protecting our captivating wildlife and landscapes.

So, if you desire to not only fill a role but fulfil a bigger purpose on this planet, answer your calling to join Rhino Africa. From exciting travel opportunities and perks to working in our trendy HQ in Woodstock, Cape Town, you'll love being part of our Rhino Crash.

We want YOU

We’re looking for an experienced and dynamic Operations Coordinator to join our thriving luxury tour operator business, specifically our Sales Support Team.

As an Operations Coordinator, you will be at the forefront of shaping our travel offerings through fulfilling a coordination role by meticulously and timeously coordinating staff & stakeholders travel, training, special projects and event arrangements, as well as providing general support to our Sales & Sales Support teams. Your ability to provide optimum communication and support to our teams as well as external stakeholders, will directly impact our competitiveness, profitability, and the overall quality of the travel experiences we provide.

Your multifaceted expertise in Operations, Training & Development and Client Experience, Supplier Engagements, Communication, Collaboration and Reporting within an inbound Tour Operator, ensures a holistic approach to impact client experience and drive business success. Your contributions across these key performance areas will be vital in achieving our organisational goals and further establishing our tour operator business as a leader in the industry.

As an Operations Coordinator your responsibilities will include, but will not be limited to:

- Being the first point of contact for internal clients and associates interested in booking tailor-made holidays as well as company sanctioned Educational Tours* Deploy travel bookings end to end based on Ops Manager’s brief inline with documented procedures, SLA’s and internal policy.
- Provide assistance and support relating to company feedback: internal written and in-person review presentations. Sharing of feedback with suppliers relating to bookings.
- Determining clients’ needs and suggesting suitable travel packages or services, within budget and client requirements
- Negotiate rates, terms, inclusions and services for rebate travel with suppliers
- Organising travels from beginning to end, including flight quotes / tickets / refunds/ complaints, accommodation, transportation, activities, timeous & accurate collection of payments, accurate and timeous supplier payments, calculating & management of gratuities
- Supplying travellers with pertinent information and useful travel documentation
- Supplying service providers timeously with booking / traveller details and requirements
- Research various destinations and means of travel regarding logistics, prices, reviews, company specific preferred partners
- Managing and reporting traveller data, i.t.o educational & private travel
- Providing real time support to travellers, during and after travel
- Sharing & logging client feedback to suppliers, vetting and facilitating complaint and compensation requests, logging and resolving of incidents
- Maintaining departmental documentation such as but not limited to: Supplier contacts, SOPs, travel records
- Consistently improving on, streamlining and optimising processes and procedures in collaboration with the Operations Manager
- Maintain healthy, engaging relationships with persons within the company as well as external stakeholders
- Taking ownership and accountability for your roles and services
- Work with Finance to maintain financial records and reporting of funds incoming, overdue, as it relates to departmental tasks.
- Attend travel workshops, trade / supplier events & trade shows to maintain familiarity with tourism partners and trends
- Effectively manage and resolve supplier escalations with the support of the Operations Manager
- Assisting with the maintenance of websites tours and web info as it relates to Product and suppliers
- Assist in the maintenance of departmental records
- Clear, comprehensive, consistent and relevant communications with Management, Sales and Support Teams as well as external stakeholders
- Engage and educate all stakeholders ito departmental SLA’s, policies and procedures
- Work with other internal departments to resolve Operationals issues, complaints & requirements, support teams ito product / destinati

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