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