FIT Operations Manager (Tailor-Made Travel)

Terra Nova; Cape Town; On-site; ZAR 400,000 - 600,000; Full time

Benefits offered by this job

Competitive salary with performance-based incentives

Opportunities for Career Growth

Travel perks and discounts

Dynamic and supportive work environment

Job summary

A leading travel firm based in Cape Town is seeking a FIT Operations Manager to oversee daily operations and lead a dynamic team. The ideal candidate will have at least 5 years of experience in tourism management and a solid track record in achieving sales targets. Responsibilities include operational management, performance oversight, and ensuring profitability. Join a passionate team focused on delivering exceptional travel experiences. Competitive salary and opportunities for career growth are provided.

Qualifications

• Minimum of 5 years of Sales and/or Operational experience within the Tourism industry.
• Strong ability to motivate and guide a driven team.
• Proven track record of achieving and exceeding Sales Targets.

Responsibilities

• Daily Operational Management of the FIT Leisure Sales division.
• Ensure the Sales Teams achieve their targets and maintain profitability.
• Manage performance and discipline within the team.

Skills

Leadership Skills

Sales-driven

Customer Service

Communication Skills

Organisational Skills

Education

Diploma or degree in Tourism, Hotel Management or Events Management

Tools

Tourplan

WETU

Microsoft Office

Job description

FIT Operations Manager - Tailor-Made Travel

Location: Cape Town, South Africa

Start Date: Immediately

Hybrid: No

Are you passionate about travel and creating unforgettable experiences? For our Head Office in Cape Town, we are looking for a dynamic and driven FIT Operations Manager to join our passionate team and guide our talented team of Destination Experts. If you have a love for travel, are driven by delivering top-tier customer service, have proven leadership experience, thrive in a fast-paced environment, and hold a successful Management record in the Tourism Industry, we want to hear from you! Lead a team of skilled Travel Experts, drive Sales Growth, and contribute to creating unforgettable travel experiences for our clients.

As the FIT Operations Manager, you will report directly to the Managing Director, with responsibilities that include, but are not limited to:

Key Responsibilities

• Daily Operational Management of the FIT Leisure Sales division in South Africa and liaison with the Team Leaders of the FIT Tailor-made team, the TRE(E) team, the Travel Success staff, and Terra Nova’s Travel Concierge
• People management, including performance and discipline.
• Ensuring the Sales Teams achieve their individual and departmental targets and the division maintains profitability.
• Ensure that all confirmed bookings are closed with targeted profit margins.
• Ensure operational tasks throughout the enquiry, booking, confirmation, and travel process adhere to the company’s procedures and deadlines and Agent Service Level Agreements. This includes, but is not limited to, meeting proposal turnaround times, confirming bookings to clients, processing supplier and client payments, and dispatching travel documents.
• Set and track division KPIs (per team and staff) on turnaround times, error rate, on-time voucher delivery, Quality of work, rework %, NPS, etc.
• Address any operational workflow issues inter- and interdepartmentally and with clients and team/s with Operations Support to prevent issues from recurring.
• Contracting handover to ops; enforce supplier, rate/terms and stop-sell directives
• Pre-departure and on the ground QC checks (Travel docs, Incident Management).
• Track ops loss drivers and implement countermeasures.
• Driver of Customer Experience within the Teams
• Post-trip feedback loops; drive service recovery and continuous improvement.
• Manage Compliance & Sustainability
• Together with the Sales & Marketing Manager, client liaison as required, including handling VIP+ requests and ensuring top agents are receiving the attention they deserve.
• Assisting Team Leaders with complaints.
• In conjunction with the Leisure Sales Administrator, monitor incoming agent payments and ensure timely receipt. Tracking outstanding Supplier Credits / Credit Notes and ensuring information is available to the Accounts department.
• Join interviews for Consultant and Administrative positions for Leisure Sales and support the Recruiting and Onboarding process.
• Monitor the departments’, staff, and agents’ performances and address any issues and deviations with the Team Leaders.
• Emergency Phone duty

Requirements

• Diploma or degree in Tourism, Hotel Management or Events Management.
• Minimum of 5 years of Sales and/or Operational experience within the Tourism industry, particularly within Southern Africa. Eastern Africa is an advantage.
• Strong Leadership Skills with the ability to motivate and guide a driven team.
• Proven track record of achieving and exceeding Sales Targets.
• In-depth knowledge of Southern African tourism destinations. Eastern Africa is an advantage.
• Sales-driven with a passion for delivering exceptional customer service.
• In-depth knowledge of Tourplan and WETU systems.
• German Speaking is an advantage (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 (including weekends and holidays).
• 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, market conditions, and competitor activities.
• Comfortable with technology and systems; proficient in Microsoft Office and proven track record in use thereof.

• Competitive salary with performance-based incentives.
• Opportunities for Career Growth and Development.
• Travel perks and discounts.
• A dynamic and supportive work environment.

How to Apply

Please send your application detailing your relevant experience along with your earliest Start Date and Salary Expectations to [e-mail].

Why Join Terra Nova Tours

• Be part of a dynamic team in a fast-growing company
• Room to grow – we support your professional development
• Bonus scheme, travel perks and the chance to explore beautiful destinations
• Creative freedom – bring your ideas to life
• Real impact – shape the brand and help people create memories that last a lifetime

At Terra Nova Tours, we blend the best of both worlds: the professionalism and systems of a corporate, with the heart and flexibility of a close-knit team. We operate with a flat company structure, which means fewer layers, open communication, and faster decision-making. If you have a great idea, you won’t need to climb a corporate ladder to be heard – we encourage everyone to speak up, take the initiative, and make real impact.

While we have the tools, technology, and processes that rival those of large organisations, we’re proudly small enough to truly care — about our team, their wellbeing, and their individual growth. We believe every person brings something valuable to the table, and we’re committed to helping each team member learn, evolve, and thrive in their own career journey.

You won’t be a number here. You’ll be part of something meaningful, where your voice matters and your contribution counts — every single day.
Come build something special with us!