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
If you possess the above qualities, you are encouraged to apply by sending your CV and cover letter detailing your suitability to hr@senseofafrica.co.ke and copy atlglobalbusiness@gmail.com. The application deadline is 26th January 2024. Only shortlisted candidates will be contacted.
Apply via :
hr@senseofafrica.co.ke
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