Senior Operations Specialist needed at Wilderness

About the Role

• As a Senior Operations Specialist, you’ll provide comprehensive operational and administrative support throughout the booking lifecycle, working closely with Travel Designers. From the quoting stage to post-travel file archiving, you’ll ensure every detail is managed, supplier relationships are strong, and guest experiences are flawless.

Key Responsibilities

• Sales & Booking Lifecycle Support: Collaborate with Travel Designers from quoting to completion, ensuring operational accuracy and continuity.
• Agent/Guest Engagement: Engage directly with agents and guests to collect and manage all required information, ensuring it’s accurately captured and communicated.
• Supplier & Service Coordination: Act as the main contact for suppliers, reconfirm services, manage special requests, and coordinate value-adds for VIP guests.
• System & Documentation Management: Maintain up-to-date booking information, upload documents, and compile itinerary materials for review.
• Financial & Payment Support: Manage supplier invoices, payments, and ensure all services are paid prior to travel.
• Guest Journey Support: Monitor guest travel, resolve in-country issues, and archive booking files post-travel.
• Product Knowledge: Stay current on Wilderness camps and experiences across Southern & East Africa, and attend regular training to deepen destination expertise.
• Systems & Technology: Use industry systems (Wilderness Window, WETU, Smartbox, Tourplan, etc.) to streamline processes and enhance service delivery.

Candidate Profile

• Qualifications: Matric with Maths (Standard Grade or higher); tertiary qualification in Travel & Tourism or Hospitality.
• Experience: 4–5 years in a senior reservations operations role; proven experience in customer service, familiarity with TourPlan and Microsoft Office.
• Skills: Exceptional attention to detail, strong communication (English required, European languages advantageous), organisational skills
• Personal Attributes: Creative, proactive, service-driven, passionate about wildlife and conservation, able to work under pressure, and dedicated to customer satisfaction.