Details:
Reporting to the Duty Manager, the Ground Operations Manager is responsible for providing quality and memorable service on the ground to customers.  He/ She handles quality control, customer transport, customer service/guest relations, tour guiding and any other activity that ensures the best possible service to the customers while travelling in the East Africa region. 
Duties and Responsibilities:
Oversee and manage all areas of ground operations, including administration, transport, and guest relations
Setting objectives and giving instructions to all subordinate staff under his/her control
Take decisions and solve any possible problems related to customers on the ground
Evaluate and report any possible incidents and relevant information in the department to the General Manager
Solicit reports from staff in the department so as to have at all times information related to the progress of the activities related to ground operations
Participate in the selection of personnel for the Operations Department in conjunction with the Human Resources Department.
Request for and verify that the information provided by the Sales Administration Department for the preparation and planning of ground operations for the customers is accurate.  Meet with Sales Administration staff when necessary for the preparation of the safaris.
Request and verify that the information provided by the Groups and Incentives Department for the preparation and planning of ground operations is accurate.  Plan and assign resources (guides, drivers, vehicles, etc) for the said programmes.  Meet with Groups and Incentives personnel for the preparation of the safaris.
Prepare, together with the Transport Coordinator, the timetables for Drivers and Guides, adjusting the requirements in the best way possible. 
Supervise and authorize expenses for Guides and Drivers (such as food and lodging, petrol, etc) as well as checking cash receipts collected by the guides due to the sale of excursions etc.  Keep a basic register of these. 
Supervise and authorise both extra receipts and reimbursements made by the travellers, as a result of the modification of the services rendered as against the services booked;
Check the travellers’ questionnaires, to know first-hand their opinions and impressions, and take the necessary action to improve the service when related to ground operations.  Later, pass the questionnaires to the customer care co-ordinator for analysis and application of solutions to the problems therein, in order to improve the quality of our service.  Provide a monthly report of the same to the General Manager.
Keep in touch with the agents (tour operators, incentive groups) as the need arises.  This contact should be solely in connection with ground operations or with traveller issues at his/her destination. 
Ensure that the Operations Department runs without problems, paying special attention to the trips of important VIP clients, difficult programmes, large groups, etc.
Minimum skills and competencies required for this position are as follows:
·         A degree in Tourism from a recognized institution and at least five (5) years of proven work experience a medium sized Company, of which two (2)                   years should be in Service industry. 
·         High level of dedication and commitment.
·         Knowledge of Spanish language and/or an understanding of the cultural preferences and needs of Spanish and Latin American customers is an added               advantage. 
·         Solid background in applied management
·         Experience working in a multi-lingual environment
·         Strong interpersonal skills
·         Excellent communication skills
·         Conflict resolution skills
·         Excellent analytical, organizational and problem solving skills
·         Enthusiasm, energy and ability to deliver

Interested and qualified candidates should express their interest by submitting their applications directly to hr@kobo-safaris.com by 15th September 2017.Please note that only shortlisted candidates will be contacted for interviews.

Apply via :

hr@kobo-safaris.com