Operations Supervisor

About the role

African Diamond Tours & Incentives is one of Southern Africa's leading inbound travel companies, specialising in the Turkish market. We are passionate about creating exceptional, tailor-made travel experiences-from group travel and incentive programmes to large-scale events, conferences, and special occasions. Our success is built on innovation, deep destination expertise, and a personalised approach that ensures every journey reflects the very best of Africa. If you are passionate about tourism, thrive in a dynamic, fast-paced environment, and enjoy working collaboratively to deliver operational excellence, this is an exciting opportunity to make a meaningful impact. Role Overview This position is responsible for planning, organising, directing, and overseeing the day-to-day operational requirements of the business, ensuring efficiency, quality, and exceptional service delivery. Key Responsibilities (including but not limited to): Lead, motivate, and support the Reservations Consultants to consistently deliver outstanding service and operational excellence. Foster a positive, high-performance culture rooted in collaboration, accountability, and continuous improvement. Oversee daily operations, ensuring efficient workflow management and adherence to quality standards. Provide guidance and support on complex itineraries, destination expertise, and customer requirements. Collaborate closely with internal teams, guides, clients, and supplier partners to ensure seamless travel experiences. Resolve operational challenges promptly, professionally, and fairly. Ensure effective systems, processes, and procedures are in place and consistently followed. Conduct quality control on all bookings to maintain high service standards. Manage availability, sourcing suitable alternatives where required. Oversee all bookings to ensure services are confirmed and reconfirmed accurately. Monitor confirmations, cancellations, and amendments to ensure smooth operations. Track performance and identify opportunities to improve productivity, service delivery, and guest satisfaction. Champion a customer-centric approach that reflects our passion for showcasing the very best of Southern Africa. What We Are Looking For: A genuine passion for tourism and creating unforgettable travel experiences. Minimum of 5 years' proven experience in inbound leisure travel, destination management, or tour operations. Experience working with the Turkish market (advantageous), with an understanding of traveller preferences and expectations. Strong systems proficiency and experience with reservations platforms. Previous leadership or supervisory experience. Excellent knowledge of South and Southern Africa destinations, travel products, logistics, and the inbound travel landscape. Strong communication, relationship-building, negotiation, and problem-solving skills. Ability to remain calm, adaptable, and solutions-focused in a fast-paced environment. Strong organisational skills with high attention to detail. Flexibility to support the team where needed. A proactive approach with a strong sense of ownership and accountability. A commitment to delivering service excellence at every touchpoint.

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