Tour Service Manager

5 months ago

Franschhoek, South Africa Franschhoek Wine Tram Full time

The Franschhoek Wine Tram is one of the most well-known businesses in the South African tourism sector.

Franschhoek Wine Tram is a hop-on hop-off tour that offers passengers a unique and leisurely way to experience the Franschhoek Valley. The tour takes passengers through rolling vineyards in a magnificent double-deck railway tram and an open-air tram bus, stopping at some of South Africa's oldest and most distinguished wine estates. The tour offers unparalleled views of the valley and vineyards. This on-site full-time role is located in Franschhoek.

**Role Description**

The Tour Service Manager will be responsible for managing all aspects of the Franschhoek Wine Tram's daily service activities for guests. This manager will be responsible for a wide variety of teams and will work closely with one another to ensure efficient operations and excellent customer service delivery.

**Key Responsibilities**:

- Customer Experience: Deal with customer matters to ensure customers are experiencing a service worthy of the Franschhoek Wine Tram's standards.
- Operations Coordination: Efficient utilisation of assets following established SOPs to deliver service at a consistent and acceptable level for business, guests, and employees.
- Business Operations: Manage the running of the business operations. Achieved through the effective coordination of various teams, ranging from the Control Room, Ambassadors, Ticket Office staff, Drivers, Cleaners, and various others.
- Reporting: Daily generation of reports associated with running of service. Includes but not limited to on/off, wine, cashing-up of hosts, etc...
- Efficiency Optimisation: Continuously improve operational processes, find cost-effective solutions, and ensure the smooth flow of service offerings across a broad business.

Qualifications and Requirements:

- Training in Hotel, Marketing, PR and/or similar field
- Bachelors in commerce or a related field. (Advantageous)
- 5-10 years experience in hospitality, customer service and/or tourism
- Hands-on approach to managing and leading operations teams
- Strong leadership and people management skills, with a track record of successfully leading teams.
- Excellent problem-solving abilities and the capability to optimize logistics operations.
- Excellent communication and negotiation skills.
- Relocation to Franschhoek, and/or the surrounding wine valley region.
- Access to own reliable transport

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