Introduction
Wilderness Holdings
are inviting applications for the Service Manager Wilderness Group position
which is based Maun, Botswana.
Description
Qualifications,
Expeirence and Skills Required:
- Degree
level or equivalent related to the tourism industry. - At
least 15 years of relevant experience within a service role of a medium
sized company. - Experience
in the tourism environment is important. - Previous
history of, or ability to, development of Service processes in line with
business changes would be advantageous. - Understanding
of International trade and cross country processes. - Proficiency
with Microsoft Office programmes. - Excellent
interpersonal skills, - Leadership
ability and ability to develop others, - Motivate
and mentor staff and trade partners. - Ability
to assess international source markets - Identify
trends and respond accordingly with products strategies that increase
Wilderness business, financial results and maximize market share. - Team
worker with the ability to interface (and motivate) with a variety of
departments and people. - Excellent
communication skills, both written and oral. - Self-starter,
highly motivated, accountable, persistent, astute, organised, methodical,
accurate and analytical. - Ability
to view, understand and contribute to decision making for the business at
both a detailed and strategic level. - Deadline
and result orientated.
Profile
Wilderness Holdings is the holding company for Africa’s largest and most
respected eco-tourism Operator, Wilderness Safaris. The Group operates/markets
more than 50 luxury safari camps in 8 African countries. Wilderness Holdings is
listed on the Botswana Stock Exchange, with a secondary listing on the
Johannesburg Stock Exchange in South Africa. The corporate head office is
located in Gaborone, Botswana.
Purpose of
The Job
- As part
of the management team of Wilderness Holdings the Service Manager will
contribute to the strategy and operation of the company to ensure the
delivery of excellent service across the business promoting the Wilderness
culture and creation of a high performing team within the business. - The
Wilderness Customer Service Manager ensures that service standards within
the business exceeds international guest expectations. The aim is to
provide excellent customer service and to promote this service culture
throughout the organisation.
Reporting
Relationships
- The
Service Manager reports to the Chief Operations Officer. - The
position involves work at various levels, from a Group perspective to a
regional planning role to the head of the business and guiding the
regional service managers in implementing the standards required for the
Group. - Additionally,
mentor, train and manage the regional of the service managers on an
ongoing basis in order to maximize efficiencies and employee development
Brief
Description of Position
- Setting
service standards templates for the Wilderness Holding Group. - Produce
monthly service feedback results for the Group. - Produce
monthly service report for the regional MD’s. - Ensure
successful delivery particularly through effective engagement for the
business. - Regular
interaction and communication with the relevant Executives to keep them
informed and up-to-date on any new developments - Contribute
service information and recommendations to strategic plans and reviews
The measurement of
the above will not only be the timeous delivery thereof but will also ensure an
improvement on the following for the region:
- Net
Promoter Score [NPS] management - Trip
Advisor management
