Senior Operations Manager
3 weeks ago
Job Summary: We are seeking a highly skilled Senior Operations Specialist to join our team at Wilderness Safaris. This role will be responsible for filling a full operations role in the booking process, supporting Travel Designers, and building relationships with suppliers and administration.
Key Responsibilities:
- Develop stakeholder relationships by liaising with Travel Designers on all bookings in an operational capacity and continuous communication with suppliers and internal sales.
- Keep all booking information updated in the system ensuring Customer Relationship Management (CRM) is continually up-to-date.
- Reconfirm all services as per the Wilderness Safaris Terms & Conditions.
- Stay updated with all WS and AP product updates, as well as technology updates.
- Contact suppliers in writing to confirm or cancel relevant services giving them all special requirements.
- Maintain booking files (electronically) which have been processed by the Travel Designer.
- Escalate complaints that could negatively affect long-term relationships, to relevant Managers.
- Feedback to all properties where guests are due to travel to mitigate complaints down the line.
Candidate Profile:
- Qualification: Matric certificate with maths (minimum standard grade or above).
- Tertiary certificate in Travel & Tourism/hospitality.
- Experience: 4-5 years experience at a Senior level.
- Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.
- Computer Literate (Microsoft Office, Email, Teams, Internet browsers).
- Proven English literacy.
- Working knowledge of TourPlan and WISH or similar booking/operating system.
- Excellent product and geographic knowledge on Southern & East Africa.
- General product knowledge on Southern and East Africa.
Personal Abilities:
- Team worker, service and result-oriented.
- Precise, organised and good communication skills.
- Ability to work under pressure without compromising accuracy.
- Ability to pace oneself and prioritise demands.
- Team worker and ability to interface with various departments.
- Good follow-up skills.
- Consistent approach to quality and output.
- Good administrator and professional in all dealings.
- Dedicated to customer satisfaction and wanting to go the extra mile.
- Self-starter with high energy levels.
Interests:
- A passion for wildlife and a commitment to sustainability and conservation.
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