Travel Administrator Manager

Job description

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. 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 Administration experience 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 Good listening skills Learning and researching Delivering results and meeting customer expectations Adapting and responding to change Coping with pressure and setbacks Seamless administration and organizational skills Creativity How to apply If this sounds like the role for you, send us your CV and a motivational letter. We are looking forward to hearing from you! Go2Africa Core Values 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 Collaborate 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.