2,381 Travel Consultant jobs in Kenya

Company Description

Mamu Travels and Safaris Kenya Ltd is committed to sharing the magical and enchanting experience of Africa with our customers and partners. We offer expertly planned itineraries created by experienced travel experts, ensuring a superior touring and sightseeing experience. Our services are designed to provide top-quality vacations at an unbelievable cost. We focus on incorporating the very best of the world's irresistible attractions into our tours.

Role Description

This is a full-time, on-site role located in Nairobi County, Kenya, for a Tour Consultant. The Tour Consultant will be responsible for organizing and leading guided tours, assisting customers with their travel plans, and providing excellent customer service. Daily tasks include consulting with clients, preparing itineraries, and ensuring a pleasant travel experience for all guests.

Qualifications

• Guided Tours and Travel & Tourism experience
• Strong Communication and Customer Service skills
• Experience in Travel Consulting
• Excellent organizational and time-management skills
• Ability to work independently and as part of a team
• Knowledge of local and regional attractions
• Bachelor's degree in Tourism, Hospitality, or related field is a plus

Company Description

TATB - THE AFRICA TRAVEL BOUTIQUE is dedicated to creating 100% personalized travel experiences across East and Southern Africa. Working alongside our allied travel agencies as a unified brand, TATB ensures meticulous attention to each request from the first contact until their return. Based in offices located in East and Southern Africa, we are committed to fulfilling the high-demand requirements of our overseas agents with personalisation, passion, and extremelly attention to detail.

Role Description

This is a full-time on-site role for an Intermediate Safari Tour Consultant located in Karen-Nairobi Kenya.
The successful candidate will be responsible for preparing accurate quotations, handling reservations efficiently, following the manager's guidelines to ensure smooth and error-free operations, in line with the company's standards.

The ideal candidate will be highly organized, accurate, and productive, with strong attention to detail and the ability to work efficiently.

This is an internal operations role with 
no direct communication with clients

.

Key Responsibilities

• Prepare 
  accurate quotations
   for safari itineraries and related travel services.
• Manage and process 
  reservations with suppliers
   (lodges, ground operators, airlines) in a timely and efficient manner.
• Ensure that all bookings are 
  error-free and documented correctly
   according to company procedures.
• Follow the 
  guidelines and instructions of the line manager
   precisely.
• Coordinate internally with colleagues to support seamless operational workflows.
• Maintain up-to-date knowledge of suppliers, rates, and operational procedures.
• Deliver tasks within established deadlines, ensuring 
  productivity and consistency
  .
• Maintain proper documentation and records of all reservations and quotations.
• Support the operations team in any additional tasks related to booking and itinerary management.

Qualifications

• Minimum 3 years p
  roven experience in preparing accurate quotations and handling reservations efficiently
  is mandatory (please note not any other rol in the tourism industry will be considered as experience)
• High communication skills and persistence in dealing with suppliers to deliver the client's requested goal
• Excellent organisational, time-management and multitasking skills, to match t
  he strong productivity expected of the candidate, ensuring error-free and matching deadlines
• Ability to work independently and collaboratively
• Knowledge of safari destinations, logistic and local suppliers
• Proficiency in Outlook, Word and Excel
• Positive attitude and ability to proactively participate in the company's initiatives
• Honesty and transparency with both the organization and colleagues are essential requirements for this role
• Relevant certifications or degrees in Travel & Tourism

• Oversee all aspects of hotel operations, including front office, housekeeping, food and beverage, and maintenance, ensuring adherence to quality standards.
• Develop and implement strategic plans to achieve operational goals and enhance profitability.
• Manage hotel budgets, control expenses, and optimize revenue streams.
• Set and maintain high standards for guest service, ensuring exceptional guest satisfaction and loyalty.
• Lead, motivate, and develop hotel management teams to foster a positive and high-performing work environment.
• Monitor industry trends and competitor activities to identify opportunities for growth and improvement.
• Ensure compliance with all health, safety, and legal regulations.
• Oversee the implementation of technology solutions to improve operational efficiency and guest experience.
• Develop and manage relationships with key stakeholders, including owners, suppliers, and local community partners.
• Conduct regular performance reviews and provide constructive feedback to direct reports.

• Develop and execute strategies to elevate the customer experience for guests, both pre-arrival and post-stay.
• Monitor and analyze customer feedback from various channels (surveys, reviews, social media) to identify areas for improvement.
• Implement best practices for guest service, ensuring a high standard of professionalism and care.
• Train and coach remote customer service teams on service standards, complaint resolution, and upselling techniques.
• Manage and resolve escalated customer complaints and issues efficiently and empathetically.
• Collaborate with marketing and operations teams to ensure a seamless guest journey.
• Develop and maintain customer service guidelines and standard operating procedures.
• Track key customer experience metrics and report on performance to management.
• Proactively identify opportunities to enhance guest loyalty and repeat business.
• Stay informed about industry trends and best practices in customer experience management.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 4 years of experience in customer service management, preferably within the hospitality industry.
• Demonstrated success in developing and implementing customer experience strategies.
• Excellent understanding of hospitality operations and guest relations.
• Strong analytical skills to interpret customer feedback and identify actionable insights.
• Exceptional interpersonal and communication skills, both written and verbal.
• Proficiency in customer relationship management (CRM) software and feedback platforms.
• Proven ability to manage a remote team and foster a positive work environment.
• Strong problem-solving and conflict-resolution abilities.
• Passion for delivering outstanding customer service and creating memorable experiences.

• Manage a portfolio of hospitality clients, ensuring their successful adoption and ongoing utilization of our technology solutions.
• Develop and execute tailored onboarding plans for new clients, ensuring a smooth transition and rapid time-to-value.
• Serve as the primary point of contact for clients, addressing inquiries, resolving issues, and providing expert guidance.
• Proactively monitor client health and engagement metrics, identifying potential risks and implementing mitigation strategies.
• Conduct regular check-ins and business reviews with clients to ensure satisfaction and identify opportunities for upselling or cross-selling.
• Gather client feedback and insights to inform product development and service improvements.
• Educate clients on new features and best practices to help them achieve their goals.
• Collaborate with sales, product, and support teams to deliver a seamless client experience.
• Drive client advocacy through successful outcomes and positive relationship building.
• Track and report on key customer success metrics, such as retention rates, satisfaction scores, and churn reduction.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field, or equivalent work experience.
• Minimum of 4 years of experience in Customer Success, Account Management, or a client-facing role within the hospitality or technology industry.
• Deep understanding of the hospitality sector and its unique operational challenges.
• Proven ability to build and maintain strong, long-lasting client relationships.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving abilities and a proactive approach to client issues.
• Experience with CRM and customer success platforms (e.g., HubSpot, Gainsight).
• Ability to manage multiple priorities and work effectively in a fast-paced, remote environment.
• A genuine passion for helping clients succeed.