Our client is a premium inbound destination management company in Africa, with an established presence and “Boots on the Ground” in Kenya, Tanzania, Uganda, Rwanda, Botswana, Namibia, and South Africa. The company’s dedicated team of travel consultants specializes in providing personalized travel services and exceptional products, including private guided tours, FIT arrangements, group travel experiences, and MICE products.

The organization prides itself on building strong human-to-human business partnerships, supported by robust systems and processes, while providing expert insights into unique tour and safari destinations at competitive prices.

Our client is offering an exciting career opportunity for a skilled and enthusiastic professional to join its Operations Team in Nairobi.

Role Overview

We are seeking a highly organized, proactive, and service-oriented Operations Administrator to join our dynamic Operations Team in Nairobi. This role is ideal for a tourism professional who thrives in a fast-paced environment, enjoys problem-solving, and is committed to providing high-quality support to guests, suppliers, and internal teams.

The Operations Administrator will play a critical role in ensuring the smooth delivery of tourism services by auditing bookings, reconfirming travel arrangements, coordinating operational logistics, and managing guest support through the 24-hour concierge and emergency service.

Responsibilities or duties

• Audit and verify all services sold to clients to ensure accuracy, completeness, and readiness for delivery.
• Reconfirm accommodation, transport, excursions, flights, and other travel arrangements prior to guest arrival.
• Coordinate and brief driver guides, airport representatives, and field teams on guest requirements, itineraries, and service expectations.
• Manage the 24-hour emergency and concierge line, responding promptly to guest queries, incidents, and emergencies and coordinating appropriate resolutions.
• Liaise with suppliers and internal departments to ensure seamless and timely service delivery.
• Monitor guest movements and communicate itinerary changes or operational updates to relevant stakeholders.
• Verify local flight arrangements and relevant international travel information to ensure accuracy and operational readiness.
• Maintain accurate incident reports, service records, and other operational documentation.
• Identify appropriate opportunities for additional services and local sales while ensuring these are relevant to guest needs.
• Support operational excellence by ensuring guest requirements, including language preferences, special requests, and other specific needs, are effectively communicated and catered for.
• Identify and escalate potential service delivery issues and support timely corrective action.

Qualifications or requirements

Minimum Qualifications and Experience

• Degree or Diploma in Tourism Management, Tour Operations, Hospitality Management, Business Administration, or a related field.
• Minimum of three (3) years of relevant experience in the tourism, travel, hospitality, or destination management industry.
• Strong knowledge of tourism operations, supplier coordination, travel arrangements, and service delivery processes.
• Experience using TourPlan or a similar tourism management system will be an added advantage.
• Proficiency in Microsoft Office applications.
• Ability to remain calm under pressure and respond effectively to emergencies and unexpected operational challenges.
• Flexibility to support a 24-hour operational environment when required.

Required Knowledge and Skills

The ideal candidate should demonstrate:

• Excellent communication and interpersonal skills, with the ability to interact effectively with guests, suppliers, driver guides, representatives, and internal teams.
• Strong organizational and coordination skills, with excellent attention to detail.
• Effective problem-solving and decision-making abilities, particularly in time-sensitive situations.
• A strong customer service orientation and commitment to delivering exceptional guest experiences.
• Ability to manage multiple tasks and priorities in a fast-paced operational environment.
• Professionalism, reliability, adaptability, and a high level of accountability.
• Ability to work collaboratively as part of a diverse and service-focused team.

• Audit and verify all services sold to clients to ensure accuracy, completeness, and readiness for delivery.
• Reconfirm accommodation, transport, excursions, flights, and other travel arrangements prior to guest arrival.
• Coordinate and brief driver guides, airport representatives, and field teams on guest requirements, itineraries, and service expectations.
• Manage the 24-hour emergency and concierge line, responding promptly to guest queries, incidents, and emergencies and coordinating appropriate resolutions.
• Liaise with suppliers and internal departments to ensure seamless and timely service delivery.
• Monitor guest movements and communicate itinerary changes or operational updates to relevant stakeholders.
• Verify local flight arrangements and relevant international travel information to ensure accuracy and operational readiness.
• Maintain accurate incident reports, service records, and other operational documentation.
• Identify appropriate opportunities for additional services and local sales while ensuring these are relevant to guest needs.
• Support operational excellence by ensuring guest requirements, including language preferences, special requests, and other specific needs, are effectively communicated and catered for.
• Identify and escalate potential service delivery issues and support timely corrective action.

• Excellent communication and interpersonal skills, with the ability to interact effectively with guests, suppliers, driver guides, representatives, and internal teams.
• Strong organizational and coordination skills, with excellent attention to detail.
• Effective problem-solving and decision-making abilities, particularly in time-sensitive situations.
• A strong customer service orientation and commitment to delivering exceptional guest experiences.
• Ability to manage multiple tasks and priorities in a fast-paced operational environment.
• Professionalism, reliability, adaptability, and a high level of accountability.
• Ability to work collaboratively as part of a diverse and service-focused team.

• Degree or Diploma in Tourism Management, Tour Operations, Hospitality Management, Business Administration, or a related field.
• Minimum of three (3) years of relevant experience in the tourism, travel, hospitality, or destination management industry.
• Strong knowledge of tourism operations, supplier coordination, travel arrangements, and service delivery processes.
• Experience using TourPlan or a similar tourism management system will be an added advantage.
• Proficiency in Microsoft Office applications.
• Ability to remain calm under pressure and respond effectively to emergencies and unexpected operational challenges.
• Flexibility to support a 24-hour operational environment when required.