Wilderness Holdings,Service Manager Jobs in Botswana

Company

Wilderness Holdings is the holding company for Africa’s largest and most
respected ecotourism 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

QUALIFICATIONS

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.

COMPETENCIES

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.