To secure service excellence and ensure travel proposals meet established quality standards by developing, implementing, and maintaining quality assurance protocols to a team of FIT Leisure Sales Consultants and Administrative staff designing specialist, professional, and competitive tailor-made trips in Southern Africa.
To continuously monitor and review performance results, ensuring all quality guidelines are met.
To document internal processes, identify and address any quality issues, and contribute to the growth and success of the company by continuously improving proposal quality and customer satisfaction.
This position will be primarily responsible for FIT Leisure Sales programs but may overlap into other verticals as needed.
Key ResponsibilitiesMonitoring of all Sales activities to ensure productivity and service excellence.Inspecting Sales processes to ensure compliance with quality standards.Developing, implementing, and maintaining quality assurance protocols and systems.Identifying areas for improvement in quality control processes and implementing corrective actions.Maintaining accurate and detailed records of quality control activities and reporting to Management.Driving initiatives to enhance proposal quality and operational efficiency and fostering a culture of quality awareness across the organisation.Collaborating with Terra Nova's Training department to establish and manage a Training Schedule ensuring employees are following the company's SOP manuals.Ensuring teams are informed promptly and effectively about any updates or changes to procedures.Handling customer complaints efficiently and professionally to ensure customer satisfaction and continuous improvement.Receiving, investigating, and resolving complaints, maintaining accurate records, and communicating outcomes to all stakeholders.Identifying trends and implementing preventative measures to improve service quality and minimise future complaints.RequirementsDiploma or degree in Tourism, Hotel Management, or Events Management.Minimum of 10 years of experience in Sales within the Tourism industry, particularly within Southern and Eastern Africa.Experience in Quality Control, Quality Assurance, or a similar role, an advantage.Must have experience with, and a complete understanding of the German Market and Culture.Strong Leadership Skills with the ability to motivate and guide a driven team.Quality-driven with a passion for delivering exceptional customer service.German Speaking a must (read, write, and converse).A customer-focused approach with the ability to handle pressure and tight deadlines.A proactive, problem-solving attitude and ability to work extended hours when necessary to meet the demands and high pressure of the Travel Industry.Excellent communication and organisational skills, with an ability to manage multiple tasks efficiently.Excellent interpersonal skills, with an ability to establish and maintain effective working relationships with clients, suppliers, team members, and colleagues.Strong commitment to staying informed on industry trends and market conditions.Comfortable with technology and systems; proficient in Microsoft Office and proven track record in use thereof.Attention to detail and commitment to excellence.If not based in Cape Town, the candidate must be willing to travel to the Head Office at least twice a year, with a minimum stay of one week per visit (at the company's expense).BenefitsCompetitive salary with performance-based incentives.Opportunities for Career Growth and Development.Travel perks and discounts.A dynamic and supportive work environment.How to ApplyPlease send your application detailing your relevant experience along with your earliest Start Date and Salary Expectations to ******. Why Join Terra Nova ToursAt Terra Nova Tours, we pride ourselves on delivering unforgettable travel experiences across Southern Africa.
As a leading Destination Management Company (DMC), we are committed to providing exceptional service and unique itineraries for our clients.
With our Head Quarter in the scenic city of Cape Town, South Africa, and a strategic presence in Windhoek, Namibia, we are perfectly positioned to deliver authentic and immersive travel experiences throughout Southern and Eastern Africa.
Our services include Tailor-made Individual Travel, Group Travel, Scheduled Tours, and Meetings and Incentives.
As part of our team, you will have the opportunity to work in a dynamic environment, surrounded by like-minded individuals who share your passion for travel.
If you are ready to contribute to creating memorable travel experiences while growing your career, we invite you to apply.
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