Franchise Administrator

Travellab Africa Group; Milnerton; On-site; ZAR 180 000 - 220 000; Full time

Job summary

A leading travel agency in Milnerton is seeking a Franchise Administrator to provide comprehensive support to franchise partners. The ideal candidate will manage partner applications, maintain communication, and support operational functions. You should have strong organizational and problem-solving skills, with 3-5 years in the travel or hospitality industry. Educational requirements include Matric or a relevant diploma. This role offers a dynamic work environment where flexibility and professionalism are key.

Qualifications

• 2-5 years in an administrative position required.
• Proficiency in English (written and verbal) is essential.
• Knowledge of office processes in a travel agency.

Responsibilities

• Process new partner applications and provide support.
• Maintain communication with all franchise partners.
• Assist with operational and administrative tasks.

Skills

Communication Skills

Organisational Skills

Problem-Solving

Adaptability

Interpersonal Skills

Education

Matric/Office Administration or Travel Diploma qualification

Tools

MS Office (Outlook, Excel, PowerPoint)

CRM systems

GDS Amadeus or Travelport

Job description

Our Club Travel team is looking for a Franchise Administrator to join the team!

Purpose of the Role

The Franchise Administrator plays a pivotal role in ensuring the smooth and efficient operation of the Club Travel franchise network. This position provides comprehensive administrative and operational support to all franchise partners, from initial application to ongoing day‑to‑day assistance. The incumbent will be a central point of contact for partners, facilitating communication, managing documentation, and ensuring adherence to established processes and procedures. This role ensures the accuracy and maintenance of partner data, and the effective communication of updates, documentation, and system access. The Franchise Administrator plays a key role in supporting franchise partners throughout their lifecycle, ensuring compliance with operational requirements and contributing to an excellent partner experience. This role requires a highly organised, detail‑oriented individual with excellent communication and problem‑solving skills, capable of thriving in a fast‑paced environment within the travel industry.

This role is planned to be based in Century City

Key Responsibilities and Accountabilities

Franchise Partner Lifecycle Management

• Process all new partner applications according to established Franchise Processes and Procedures, including:
• Assisting new applicants telephonically and providing electronic information.
• Collating data from applicant application forms.
• Creating client folders on SharePoint/Shared Drive.
• Explaining different franchise options and business models, and proactively following up on applications.
• Conducting credit and trade reference checks for franchise applications.
• Processing all letters and documentation once applications are approved.
• Updating CRM with all relevant Franchise Partner information.
• Process all departing partners according to established Franchise Processes and Procedures.

Partner Support and Communication

• Update all Club Travel Franchise mailing lists with all franchise movements (add/delete staff).
• Supply partners with all login codes, manuals, and other information required for operation.
• Create Welcome Packs (including Codes Letter, OurWeb EGF/Ticketing Queue, relevant logins) timeously for scheduled training dates.
• Distribute monthly Franchise internal and supplier updates.
• Manage and maintain all Partner Contracts.
• Provide partners with a channel for complaints, queries, and resolution, escalating where required (Helpdesk backup).
• Build and maintain professional relationships and effective communication with all Club Travel partners.
• Maintain good customer service relations with all Independent Travel Consultants (ITCs)/Partners and Suppliers.

Operational and Administrative Support

• Assist the sales team with transaction analysis if required before new partners joining.
• Process baggage labels, plastic wallet stock, and handle distribution.
• Create and delete new user logins, create payment portal logins (Peach, RTS/QCC/EGF/CLUBhub, and others).
• Publish/Load articles on CLUBhub and OURweb (Club Travel’s Intranet).
• Produce airline monthly reports for partners from reports supplied by MIS and as per airline requests.
• Ensure all training manuals, presentations, and internal Franchise documents are updated and hosted on the Franchise drive, Zoho, and CLUBhub.
• Manage all EGF reports.
• Manage QCC registrations.
• Process all Training Department invoices and related administration.
• Back up to Franchise Content Creator, schedule and load social media content.
• CLUBhub Management: Work with Sales/Support/Training – solving queries, distributing news/articles, and managing profiles and logins.

Project and Event Assistance

• Assist in all Indaba planning and manage the Registration Desk on Indaba Day.
• Assist and participate with special projects when required.
• Assist with event planning where required.
• Remain flexible to the wider business needs of the company by rendering assistance for ad hoc projects and duties as required.
• Take initiative in Managers' and Sales Team’s absence on urgent requests and complaints, escalating where required.

Knowledge and Skills Requirements

• Language Proficiency: Proficiency in English (written and verbal).
• Communication Skills: Competent written and verbal communication skills; excellent communication skills with the ability to lead meetings and initiatives.
• Organisational Skills: Excellent organisational skills, highly organised, and ability to prioritise effectively.
• Computer Literacy: PC Literate, especially in MS Office packages (Outlook, Excel & PowerPoint) and Protas. Intermediate level of Excel (spreadsheets, formulas, and pivot tables).
• CRM Experience: Experience with CRM systems.
• Administrative Experience: Minimum 2-5 years in an administrative position.
• Industry Knowledge: Knowledge of office processes, procedures & technology in a travel agency; thorough understanding of Club Travel operations systems and their application within the business.
• Problem‑Solving: Well-developed problem‑solving and negotiating skills.
• Adaptability: Flexible and adaptive to change.
• Work Ethic: Ability to work independently and ability to excel under pressure.
• Professionalism: Discretion and awareness of confidentiality.
• Administration Skills: Strong administration skills.
• GDS Proficiency: GDS Amadeus or Travelport.
• Interpersonal Skills: Ability to work well with all levels of internal management and staff, as well as external clients and suppliers.

Experience and Qualifications

• Industry Experience: 3-5 years of experience in the Travel or Hospitality industry.
• Education: Matric/Office Administration or Travel Diploma qualification