Tour Operations & Client Relations Officer

KITUM CAVES SAFARIS LimitedJOB DESCRIPTIONPositionTour Operations & Client Relations OfficerDepartmentOperations & Client ServicesLocationKampala, UgandaEmployment TypeFull-timeReports ToManaging Director / Operations Manager1. Position OverviewThe Tour Operations & Client Relations Officer will be responsible for coordinating the day-to-day operations of Kitum Caves Safaris while serving as a key point of contact between the company, its clients, tourism partners, guides, drivers and service providers.This is a hands-on position that combines tour operations, reservations, client relationship management, sales support, administration and office coordination.The successful candidate will help ensure that every client interaction is handled professionally and that every confirmed trip is properly planned, coordinated and delivered.The role requires someone who is highly organized, responsive, commercially aware, comfortable working with people and capable of taking initiative without constant supervision.2. Key ResponsibilitiesA. Client Relations & Customer Service- Serve as one of the primary points of contact for existing and prospective clients.- Respond promptly and professionally to inquiries received through telephone, WhatsApp, email, social media and other communication channels.- Understand clients' travel requirements, preferences, budgets, interests and expectations.- Provide accurate information about Uganda's destinations, attractions, accommodation, activities, transportation and tour packages.- Recommend appropriate travel experiences and itineraries based on client needs.- Maintain professional communication with clients before, during and after their trips.- Keep clients informed about bookings, payments, schedules, changes and other relevant travel information.- Handle client concerns and complaints professionally and escalate serious matters to management when necessary.- Conduct post-trip follow-ups to obtain feedback and maintain relationships.- Encourage satisfied clients to provide reviews, testimonials and referrals.- Maintain accurate and up-to-date client records.B. Tour Operations & Reservations- Coordinate the operational planning of tours from confirmation through completion.- Prepare detailed client itineraries and travel schedules.- Make and confirm accommodation reservations.- Coordinate transportation, airport transfers, drivers and guides.- Coordinate park visits, activities, permits, tickets and other required arrangements.- Communicate confirmed schedules and requirements to guides, drivers and suppliers.- Maintain complete booking files for every confirmed client or group.- Verify all arrangements before the client's arrival or departure.- Monitor upcoming trips and ensure that all operational requirements are completed on time.- Monitor tours while clients are travelling and provide operational support where required.- Respond quickly to changes, delays, cancellations or unexpected situations.- Ensure that clients, guides, drivers and suppliers have the correct information at the appropriate time.- Conduct post-tour checks and record lessons or operational issues for future improvement.C. Quotations, Reservations & Sales Support- Receive and qualify new travel inquiries.- Gather all information required to prepare suitable quotations.- Prepare professional tour quotations and proposals.- Follow up quotations and outstanding inquiries.- Maintain a structured sales pipeline of prospective clients.- Record the source and status of inquiries.- Monitor inquiries from the website, social media, WhatsApp, referrals and other channels.- Identify opportunities to upsell or recommend additional appropriate experiences.- Assist management in converting qualified inquiries into confirmed bookings.- Maintain accurate records of confirmed bookings, deposits, balances and outstanding client requirements.- Identify reasons for lost bookings and report trends to management.D. Supplier & Tourism Partner Coordination- Develop and maintain professional relationships with hotels, lodges, camps, guides, drivers, transport providers, activity providers and other tourism partners.- Request and compare supplier rates when preparing quotations.- Obtain and maintain updated supplier contacts, rates, terms and availability.- Confirm reservations and services with suppliers.- Monitor supplier reliability and service quality.- Report recurring supplier problems to management.- Assist management in identifying new and reliable tourism partners.- Maintain professional communication and negotiation with suppliers while protecting the company's interests.E. Office Administration- Manage day-to-day communication received through the company office.- Receive and assist visitors and clients professionally.- Maintain organized physical and digital records.- Maintain client, supplier, booking and operational databases.- Keep calendars, schedules and booking trackers updated.- Prepare and organize operational documents.- Assist with invoices, receipts, payment reminders and other administrative documentation as assigned.- Maintain records of operational expenses and commitments.- Ensure important documents are properly filed and easily accessible.- Monitor office supplies and communicate requirements to management.- Support general office coordination and other reasonable administrative duties required for the smooth running of the company.F. Communication & Digital PlatformsThe officer will be expected to actively manage and maintain professional communication across:- Company email- WhatsApp / WhatsApp Business- Telephone- Website inquiries- Social media inquiries- Google Workspace / Microsoft Office- Spreadsheets and booking trackers- Online calendars- Other company systems introduced by managementAll client and company information must be handled professionally and confidentially.G. Marketing & Business Development SupportThe officer will support the company's marketing and business development activities by:- Collecting client feedback and testimonials.- Requesting permission to use appropriate client photographs or experiences for marketing.- Identifying frequently requested destinations, activities and tour products.- Providing management with ideas for new tour packages.- Assisting with basic social media and digital marketing activities where required.- Monitoring inquiries generated through marketing channels.- Identifying potential business partnerships and referral opportunities.- Supporting tourism events, exhibitions and promotional activities when required.- Maintaining good relationships with previous clients to encourage referrals and repeat business.3. Daily Operational ExpectationsThe successful candidate is expected to:- Check and respond to company communication promptly.- Review upcoming tours and identify outstanding tasks.- Follow up pending quotations and bookings.- Confirm upcoming reservations and arrangements.- Keep client and booking records updated.- Communicate with suppliers, guides and drivers as necessary.- Resolve or escalate operational issues promptly.- Maintain an organized office and accurate documentation.- Ensure no important client inquiry, booking or operational task is forgotten.The officer should develop a habit of anticipating problems rather than waiting for problems to occur.4. Required QualificationsMinimum Qualifications- Diploma or Bachelor's degree in Tourism & Hospitality, Travel & Tourism, Hospitality Management, Business Administration, or a related field.- At least 1–2 years of relevant work experience in tourism, travel, hospitality, reservations, customer service, operations or a related field.- Strong spoken and written English.- Good computer literacy.- Proficiency in Microsoft Office or Google Workspace.- Ability to work confidently with spreadsheets, email, calendars and digital communication platforms.Desirable Qualifications- Previous experience working for a tour operator, travel agency, safari company, hotel or hospitality business.- Knowledge of Uganda's tourism destinations and attractions.- Experience preparing tour itineraries and quotations.- Experience with reservations or booking systems.- Sales or customer relationship management experience.- Digital marketing or social media experience.- Knowledge of additional languages.- A valid driving permit is an added advantage.5. Required Skills & CompetenciesCommunicationExcellent verbal, written and interpersonal communication skills.Customer ServiceAbility to understand clients, manage expectations and create a professional and welcoming experience.OrganizationStrong ability to manage multiple bookings, deadlines, clients and operational tasks simultaneously.Attention to DetailAbility to identify errors in dates, names, bookings, prices, schedules and travel arrangements before they affect the client.Problem SolvingAbility to remain calm and find practical solutions when unexpected situations arise.Sales AbilityAbility to understand client needs, recommend suitable experiences and confidently follow up potential clients.Digital SkillsComfortable using computers, email, spreadsheets, online platforms and messaging applications.Time ManagementAbility to prioritize urgent and important tasks without losing track of routine responsibilities.NegotiationAbility to communicate professionally with suppliers and seek competitive rates and favorable arrangements.InitiativeAbility to identify what needs to be done and act without waiting to be instructed for every task.TeamworkAbility to coordinate effectively with management, guides, drivers, suppliers and other members of the tourism network.ProfessionalismMust demonstrate reliability, integrity, discretion, punctuality and respect for clients and business partners.6. Personal AttributesThe ideal candidate should be:- Organized- Reliable- Friendly and approachable- Professional- Proactive- Detail-oriented- Patient- Resourceful- Confident in communication

• The successful candidate will help ensure that every client interaction is handled professionally and that every confirmed trip is properly planned, coordinated and delivered. • Tour Operations & Reservations- Coordinate the operational planning of tours from confirmation through completion. • - Coordinate transportation, airport transfers, drivers and guides. • - Coordinate park visits, activities, permits, tickets and other required arrangements. • Marketing & Business Development SupportThe officer will support the company's marketing and business development activities by:- Collecting client feedback and testimonials. • Required QualificationsMinimum Qualifications- Diploma or Bachelor's degree in Tourism & Hospitality, Travel & Tourism, Hospitality Management, Business Administration, or a related field. • - At least 1–2 years of relevant work experience in tourism, travel, hospitality, reservations, customer service, operations or a related field. • - Proficiency in Microsoft Office or Google Workspace. • - Ability to work confidently with spreadsheets, email, calendars and digital communication platforms. • Desirable Qualifications- Previous experience working for a tour operator, travel agency, safari company, hotel or hospitality business.