Operations Supervisor

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.

Requirements

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.