Travel Administrator Manager

NawiriGroup; Cape Town; Sur place; ZAR 350 000 - 520 000; Plein temps

Résumé du poste

Go2Africa is seeking a skilled Travel Administration leader to head our Travel Administration team in Cape Town. You will ensure pre-travel administration is accurate, timely and aligned with service levels, manage supplier reconfirmations, bookings checks, and create client-ready documentation.

You will lead, coach and develop the team, monitor KPIs, and drive continuous improvement across processes, quality audits and training, ensuring the highest standard of service for our travellers.

Qualifications

• Matric required; Diploma in Travel and Tourism advantageous.
• Minimum 2 years leadership experience.
• Minimum of 3-5 years travel industry experience.
• Professional email and telesales communication.
• Experience using Bazaruto and HubSpot is advantageous.

Responsabilités

• Lead and develop Travel Administration team; conduct monthly 1:1s and reviews.
• Ensure six‑week supplier reconfirmations and timely bookings.
• Oversee booking triple checks against confirmations and invoices.
• Maintain client travel documentation to final handover.
• Monitor workloads, backlogs, and upcoming departures; reprioritize as needed.
• Implement quality audits and drive corrective actions/training.
• Coordinate onboarding and ongoing training for new admins.
• Identify and implement process improvements to travel operations.

Connaissances

Leadership

Team management

Planning & organising

Stakeholder management

Customer service

Quality assurance

Process improvement

Communication

Formation

Matric

Diploma in Travel and Tourism

Outils

Bazaruto

HubSpot

Description du poste

Go2Africa is Africa’s trusted tailor‑made safari specialist, with more than 25 years of experience creating deeply personal journeys across the continent. We combine first‑hand African expertise, specialist regional knowledge, trusted local relationships and dedicated support to help travellers experience the Africa that’s right for them.

Home to 21 Condé Nast Traveller Specialists - more than any other African safari company - Go2Africa is recognised by Condé Nast Traveller, Travel + Leisure and the World Travel Awards, and trusted by thousands of travellers around the world.

As part of the B Corp-certified Nawiri Group, we generate funding through travel and long‑term partnerships, working alongside trusted local organisations to strengthen landscapes, support livelihoods and help people and wildlife thrive together.

At the heart of Go2Africa is a team of people who care deeply about Africa, our travellers and the work we do, each playing a part in creating the exceptional journeys and experiences we’re known for.

Role Summary

To lead and manage the Travel Administration team, ensuring that all pre‑travel administration is completed accurately, consistently and within agreed service levels. The role is accountable for supplier reconfirmations, booking triple checks, client travel documentation, team performance, quality assurance, employee development, seasonal readiness, stakeholder service and continuous improvement.

Functional Responsibilities:

Team management

Conduct monthly one‑on‑ones and formal performance reviews with each team member.

Agree annual objectives and individual development plans and review progress quarterly.

Monitor performance against agreed KPIs, SLAs and turnaround times, taking corrective action where required.

Maintain rosters, approve leave and shift changes, and ensure adequate operational coverage.

Plan for peak travel periods, including capacity, recruitment, onboarding and seasonal readiness.

Operational delivery and quality assurance

Ensure supplier reconfirmations are initiated six weeks before travel, followed up promptly and completed within agreed timelines.

Ensure booking triple checks compare the booking system with supplier confirmations and invoices.

Ensure discrepancies are investigated and resolved before travel documentation is finalised.

Ensure accurate, client‑ready travel documentation is completed and handed over within agreed timelines.

Monitor workloads, backlogs and upcoming departures, and reprioritising work where required.

Maintain a structured quality‑audit process and ensure errors result in corrective action or retraining.

Act as the escalation point for complex supplier, rate, booking and documentation issues.

Training and capability development

Ensure standardized onboarding and training is provided to all new Travel Administrators.

Develop and maintain current training materials, SOPs and process guides.

Provide regular coaching, feedback and operational support for team members.

Ensure new and amended processes are communicated, trained and consistently applied.

Assess competency and address identified development or training gaps.

Travel information, systems and continuous improvement

Maintain Travel Information Packs and client documentation with accurate, current travel information.

Coordinate verified CRM content and image updates with the Marketing Team.

Complete a documented annual audit of travel information and CRM content, including charter‑flight luggage restrictions.

Identify and implement improvements to Travel Administration processes, systems, quality and efficiency.

Periodically complete or review travel documentation to maintain process knowledge and quality calibration.

Lead or contribute to relevant Operations projects and other reasonable duties aligned with the role.

Job requirements

Qualifications

Matric

Diploma in Travel and Tourism (Advantageous)

Experience

Minimum 2 Years Leadership experience

Minimum of 3-5 years Travel Industry experience

Professional email and telesales communication

Experience using our quoting system, Bazaruto and HubSpot (Advantageous)

Skills and Competencies

Deciding and initiating action

Persuading and influencing

Presenting and communicating

Planning and organising

Working with people

Exceptional written and verbal communication skills

Learning and researching

Delivering results and meeting customer expectations

Adapting and responding to change

Coping with pressure and setbacks

Seamless administration and organisational skills

Creativity

We Care

Without our people, we wouldn’t exist. Simply put: we have a genuine concern for our people, and their well‑being. We value the close relationships with our partners to ensure the best experience for our travellers. When it comes to our travellers, every detail, even the very finest, matters. This motivates us to offer only the very best experience, one that they will forever hold in their memories, leaving an indelible mark for life.

Without our Go2Africans, partners and travellers we wouldn’t exist.

We Trust and are Trusted

Our reputation of 20+ years precedes us and we’re among the longest‑standing TOs in the country. We place our trust in each other, our partners and our many industry accolades are testament to our delivery, knowledge, and client service. Our travellers trust us for it.

We Go Above and Beyond

We don’t settle, we go further, do better and strive more every day to give our travellers the very best experience.

We are Resilient

We weather any storm.

We are solid, can take the hard knocks, learn from them, and move on.

We pride ourselves on our partnerships – be that with our travellers, partners or Go2Africans. Our approach is personal, and we take great care of each and every one of our relationships, to ensure we always deliver the highest quality result and share in our joint success.

We Conserve

We care deeply about Africa’s sustainability, and are invested in protecting communities, wildlife, fauna, and flora. We are deeply passionate about Africa. It’s more than a destination, it’s in our heart …it’s our home.