Job Purpose

The job holder is responsible for the administration of travel, accommodation, conferences, and protocol & logistics to all Senior Leadership globally, faculty, staff, students, and incoming guests. S/He will also assist with immigration processes, managing the AKU guest houses, coordinating and facilitating Expatriate’s Medical Cover through identified service providers.

Responsibilities

Administration

• Responsible for processing of tickets, travel requirements and all travel related documents for Senior leadership, Faculty, staff, and incoming guests.
• Work in close coordination with the vendors and Head of Department (HOD) to ensure that services are provided promptly to the AKU faculty including emergency and last-minute travel request and that the services provided by vendors are as per the existing agreement.
• Complaints handling:  Logging of complaints to be done as and when received using existing internal systems.
• Coordinate airport transfers and ground transportation for staff and guests with dispatch department and other AKU entities
• Extend support to all incoming guests by issuing letters of invitation and any other required documents

Immigration

• Handle and process all immigration documents for Senior Leadership, Faculty and staff and their dependants as necessary. Process students and internship passes. This service is extended to Aga Khan University, Aga Khan Hospital Kisumu and Aga Khan Hospital Mombasa.
• Work in close collaboration with Travel & Housing Associate and HOD for processing applications of work permits, special passes, dependants and pupil’s passes and any other legal document required and as per the immigration requirements and AKDN protocols to ensure that all expats always have a legal status.
• Offer any immigration related guidance to staff of AKU and AKUH, N entities.
• Provide continuous immigration updates to all staff

Accommodation/Conferences

• Manage hotel bookings, conferences and logistics for Aga Khan Senior Leadership, Faculty, visiting guests and all staff.  Ensure all requests have an approved accommodation form before initiating any process.
• Handling and organizing group bookings and logistics in liaison with the requesting department, accredited hotels, travel agents.
• Coordinating airport transfers and ground transportation for all staff traveling
• Extend any accommodation related guidance to Senior Leadership, Faculty and staff.

Management of guest-houses and house-keepers.

• Handling accommodation requests and bookings for the guest houses
• Manage the guesthouse to ensure timely payment for utility bills i.e., water and electricity, TV and Internet.
• Ensuring that guests are well taken of care and extending good hospitality i.e., checking on guests, organizing their meals etc.
• Supervising the maintenance, general cleanliness, and security of the facilities & property.
• Supervising the housekeeping staff attendants.

Medical insurance

• Work closely with HOD for administration of international medical insurance to expatriate staff
• Assist HOD to process yearly premium fee.  Making follow up with finance to ensure that payments are made in good time.

Manage Multiple Journey Visas (MJVs) for Senior Leadership, Faculty, and all staff /dependents of AKU and AKUHN

• Building relationships with Consulates/embassies for their support on visa processing.
• Processing visa letters and documents for staff travelling on official duties/medical purposes or personal visits.
• Submission of visa applications in various embassies and high commissions and fast tracking of the same.
• Offer any visa related guidance to staff.

Handle and organise travel insurance for Senior Leadership, Faculty, and staff

• Ensure travel insurance covers are issued for staff travelling on official purposes when travelling outside of Kenya

Stock Items

• Ensuring that both the Travel and Housing office and the guest houses have the required adequate stock items for smooth operation by monitoring consumption and re-order levels.  Supervision on consumption for optimum usage.
• Maintain a schedule of usage and provide monthly report to HOD

Protocol

• Handling meet and assist services for Senior Leadership, Faculty and other incoming guests and staff and ensure that guests are met by the Protocol Officer
• Coordinating with transport department to ensure timely pick up of guest after protocol services

Housing Services

• Assist in sourcing for housing for new expatriates in collaboration with HOD
• Facilitating city and housing tours for guests and expatriate staff.
• Coordination with the Legal department for execution of leases

Qualifications and skills required

• Degree and/or Diploma in Tours & Travel or equivalent
• Minimum of 3 years working experience in a busy travel agency or airline.
• Proficiency in ticketing booking systems
• Ability to work independently and as part of a team
• Understanding the needs and concerns of internal and external customers
• Self-motivated person with excellent People skills as well as excellent customer care skills
• Ability to meet strict deadlines
• Excellent organizational and administrative skills
• Good problem-solving skills
• Be able to handle pressure and take criticism positively
• Must be of honest and with high Integrity