Operations Coordinator
| Location | Kampala, Uganda |
| Date Posted | June 14, 2025 |
| Category | Management Operations |
| Job Type | Full-time |
| Currency | UGX |
Description
Skills Required
• Experience in similar roles and passion for travel • Work experience in the industry of tourism in East Africa as a Group Leader or in Operations • Excellent communication skills (verbal & written) in both English and Swahili • Experience in administrative tasks using Microsoft Word and Excel • Experience managing an emergency line for passengers. • Experience managing services of external suppliers such as guides and tour leaders among others in tourism. • Initiative to develop more efficient methods for operations and ability to identify errors and inefficiencies in the work process • Superior attention to detail organization and coordination in a team environment • Ability to handle a multitude of tasks that may be on the go at the same time • The ability to oversee the resolution of emergency situations that may occur
Job Summary
The role of Operations Coordinator provides administrative support, especially with day-to-day issues, to the Operations Department, Contracting & Reservations Department and General Manager (GM) for the successful and profitable running of all operations for our Ugandan business, and efficient and timely management of gorilla permits
- Minimum Qualification : Diploma
- Experience Level : Mid level
- Experience Length : 3 years
- Working Hours : Full Time
Job Description/Requirements
Accountabilities
Main tasks
- Benchmark measure
- Effective flow of communication between the Operations and other departments
- Assist in Review of pax feedback on each trip
- Coordinate and follow up to leader Trip Reports by email
- Respond to leader enquiries
- Ensure that all the leader notes are updated and uploaded
- Response time to leader & guide enquiries
- Staff survey scores
Group Leaders
- Support leader Schedule
- Ensure leaders understand and follow company policies and procedures, including safety policies and responsible travel guidelines
- Constant communication with the leaders and guides to support their needs
- Leader & guide performance ratings in pax feedback
- Quantity and quality of pax feedbacks
Ensure internal communication systems are kept up to date
- Help Manage Leader Website/Sharepoint
- Update leaders & crew on changes
- Leader rating of manager’s performance in company survey
- Leader & crew performance ratings in pax feedback
Assist Contracting Manager & DOM to ensure we operate to the standards set per safety policy
- Help the contracting Manager Coordinate all safety evaluations
- Help Follow up on safety issues identified in pax feedback and leader Trip Reports
- Safety evaluations delivered on time and action plan completed
- Number of pax safety incidents
Assist GM & DOM to ensure we operate to the standards set by per Responsible Travel policy
- Assist Follow up on RT issues identified in pax feedback and leader Trip Reports
- Help Identify and action new RT opportunities in the region
- Identification of and communication with projects as required by our brands
- Amount of money raised for TIFI
Help to ensure we run trips within budget and reduce operational costs where possible
- Support the Contracting Manager search for new suppliers and follow up on their paperwork
- Help Identify changes to itinerary that reduce costs without reducing the quality of the trip
- Work with the Finance departments to get real costs after the trips are finished
- Trips run to budget
Ensure branding meets brand requirements
- Help coordinate the production of branded materials (leader t-shirts, RT bags, signs, literature, etc) as per brand requirements
- Meet a brand requirements
Investigate and respond to complaints
- Help in fact-finding investigations to help establish complaint responses
- Help Follow up on any leader or guide issues with required coaching
- Help Follow up with any operational changes to avoid repeat incidents
- Complaints responded to accurately and on time
- Avoiding repeated complaints on the same issue
Assist GM, CM and OM with specific tasks or projects as required
- Be flexible and open to new projects as they arise
- Projects/tasks completed on time and to the quality required
- GM, CM and DOM feedback
Purpose beyond profit
- Understand Purpose Beyond Profit philosophy and work on projects besides of the company commitment with sustainability, gender equality, prevention against discrimination, harassment and bullying; besides of promote equality in the work environment, health & safety at work for this role and the company, assuming responsibilities related to the mentioned.
- Contribution to the annual achievement of sustainability goals.