Concierge Team Leader

2 weeks ago

Cape Town, South Africa Rhino Africa Full time

The Rhino Africa story began way back in 2004 and has since grown beyond our wildest dreams. Repeatedly voted Africa’s Leading Safari Company, Rhino Africa is a world leader in curating bespoke once-in-a-lifetime luxury African itineraries. We firmly believe in the transformational nature of our tourism industry and the value it has in providing sustainable solutions in both protecting our wild animals and uplifting vulnerable communities in Africa.

We are on the lookout for a full-time Concierge Team Leader to join our Sales Support Team who will provide essential support to our travel consultants within our dynamic tour operator business. The Concierge Team Leader will play a crucial role in ensuring smooth and efficient administrative operations, enabling our travel consultants to focus on delivering exceptional experiences to our clients.

Description

As a Concierge Team Leader your responsibilities will include, but will not be limited to:
**Team Leadership**:

- Manage, mentor, and develop a team of administrators, providing guidance and support to ensure their professional growth.
- Foster a collaborative and positive team environment, encouraging open communication and knowledge sharing.

**Process Optimization**:

- Review and enhance existing administrative processes to increase efficiency, accuracy, and overall productivity.
- Identify areas for improvement and implement best practices to streamline workflows and reduce turnaround times

**Quality Control**:

- Oversee the quality of administrative tasks, ensuring accuracy, attention to detail, and adherence to company standards.
- Conduct regular audits to maintain high standards of data entry, documentation, and recordkeeping.

**Task Delegation**:

- Assign administrative tasks to team members based on their strengths, skills, and workload, ensuring equitable distribution.
- Monitor task progress, offer assistance, and ensure timely completion of assignments.

**Performance Management**:

- Set clear Key Performance Indicators (KPIs) for the administrative team aligned with business objectives.
- Regularly review individual and team performance, providing constructive feedback and recognition for achievements

**Process Analysis and Mapping**:

- Conduct comprehensive reviews of current administrative processes, identifying bottlenecks, redundancies, and areas for improvement.
- Collaborate with the administrative team to map out existing workflows, highlighting pain points and opportunities for streamlining.

**Continuous Improvement Initiatives**:

- Propose and implement process enhancement strategies to eliminate inefficiencies and optimise task execution.
- Collaborate with team members to gather suggestions for process improvements, encouraging a culture of innovation.

**Standard Operating Procedures (SOPs)**:

- Develop and update standardised operating procedures for key administrative tasks, ensuring consistency and clarity in execution.
- Communicate SOP changes to the team and provide training as needed to ensure seamless implementation.

**Technology Integration**:

- Identify and evaluate Kaptio and work with our Salesforce team to enhance administrative processes, for tasks and travel documents, automation requirements and collaboration tools.
- Work with the IT department to implement and train the team on new technologies to improve efficiency.

**Product Knowledge Enhancement**:

- Collaborate with the Product Knowledge Training Manager to design and implement training programs aimed at enhancing administrators' understanding of various travel destinations, tour packages, and services.
- Ensure that administrators have access to up-to-date and accurate information about different travel offerings, enabling them to better assist travel consultants and clients.
- Monitor the effectiveness of product knowledge training programs and gather feedback from administrators to make continuous improvements.

**Career Pathing and Development**:

- Identify administrators who express an interest in transitioning to the role of travel consultant and support their career aspirations.
- Develop personalised performance development plans for individuals interested in becoming travel consultants, outlining the necessary skills, training, and experience required.
- Provide mentorship, guidance, and resources to help individuals progress along their career path from an administrative role to a travel consultant role.

**Skill Enhancement Initiatives**:

- Identify training opportunities, workshops, and certifications that align with the skill development needs of the administrative team.
- Encourage administrators to participate in relevant industry events, webinars, and courses to broaden their skill set and stay updated with industry trends.

**Performance Monitoring and Evaluation**:

- Regularly review the progress of administrators who are on a career development path, assessing their performance and growth.
- Provide constructive feedb

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