Job Summary:

• To secure service excellence and ensure travel proposals meet established quality standard 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 contributing 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 Responsibilities:

• Monitoring 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 implement corrective actions.
• Maintaining accurate and detailed records of quality control activities and reporting to Management.
• Drive 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 company’s SOP manuals.
• Ensure 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.

Requirements:

• Diploma 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).