Tour Operations & Client Relations Officer

KITUM CAVES SAFARIS Limited

JOB DESCRIPTION

Position

Tour Operations & Client Relations Officer

Department

Operations & Client Services

Location

Kampala, Uganda

Employment Type

Full-time

Reports To

Managing Director / Operations Manager

1. Position Overview

The Tour Operations & Client Relations Officer will be responsible for coordinating the day-to-day operations of Kitum Caves Safaris while serving as a key point of contact between the company, its clients, tourism partners, guides, drivers and service providers.

This is a hands-on position that combines tour operations, reservations, client relationship management, sales support, administration and office coordination.

The successful candidate will help ensure that every client interaction is handled professionally and that every confirmed trip is properly planned, coordinated and delivered.

The role requires someone who is highly organized, responsive, commercially aware, comfortable working with people and capable of taking initiative without constant supervision.

2. Key Responsibilities

A. Client Relations & Customer Service

• Serve as one of the primary points of contact for existing and prospective clients.
• Respond promptly and professionally to inquiries received through telephone, WhatsApp, email, social media and other communication channels.
• Understand clients' travel requirements, preferences, budgets, interests and expectations.
• Provide accurate information about Uganda's destinations, attractions, accommodation, activities, transportation and tour packages.
• Recommend appropriate travel experiences and itineraries based on client needs.
• Maintain professional communication with clients before, during and after their trips.
• Keep clients informed about bookings, payments, schedules, changes and other relevant travel information.
• Handle client concerns and complaints professionally and escalate serious matters to management when necessary.
• Conduct post-trip follow-ups to obtain feedback and maintain relationships.
• Encourage satisfied clients to provide reviews, testimonials and referrals.
• Maintain accurate and up-to-date client records.

B. Tour Operations & Reservations

• Coordinate the operational planning of tours from confirmation through completion.
• Prepare detailed client itineraries and travel schedules.
• Make and confirm accommodation reservations.
• Coordinate transportation, airport transfers, drivers and guides.
• Coordinate park visits, activities, permits, tickets and other required arrangements.
• Communicate confirmed schedules and requirements to guides, drivers and suppliers.
• Maintain complete booking files for every confirmed client or group.
• Verify all arrangements before the client's arrival or departure.
• Monitor upcoming trips and ensure that all operational requirements are completed on time.
• Monitor tours while clients are travelling and provide operational support where required.
• Respond quickly to changes, delays, cancellations or unexpected situations.
• Ensure that clients, guides, drivers and suppliers have the correct information at the appropriate time.
• Conduct post-tour checks and record lessons or operational issues for future improvement.

C. Quotations, Reservations & Sales Support

• Receive and qualify new travel inquiries.
• Gather all information required to prepare suitable quotations.
• Prepare professional tour quotations and proposals.
• Follow up quotations and outstanding inquiries.
• Maintain a structured sales pipeline of prospective clients.
• Record the source and status of inquiries.
• Monitor inquiries from the website, social media, WhatsApp, referrals and other channels.
• Identify opportunities to upsell or recommend additional appropriate experiences.
• Assist management in converting qualified inquiries into confirmed bookings.
• Maintain accurate records of confirmed bookings, deposits, balances and outstanding client requirements.
• Identify reasons for lost bookings and report trends to management.

D. Supplier & Tourism Partner Coordination

• Develop and maintain professional relationships with hotels, lodges, camps, guides, drivers, transport providers, activity providers and other tourism partners.
• Request and compare supplier rates when preparing quotations.
• Obtain and maintain updated supplier contacts, rates, terms and availability.
• Confirm reservations and services with suppliers.
• Monitor supplier reliability and service quality.
• Report recurring supplier problems to management.
• Assist management in identifying new and reliable tourism partners.
• Maintain professional communication and negotiation with suppliers while protecting the company's interests.

E. Office Administration

• Manage day-to-day communication received through the company office.
• Receive and assist visitors and clients professionally.
• Maintain organized physical and digital records.
• Maintain client, supplier, booking and operational databases.
• Keep calendars, schedules and booking trackers updated.
• Prepare and organize operational documents.
• Assist with invoices, receipts, payment reminders and other administrative documentation as assigned.
• Maintain records of operational expenses and commitments.
• Ensure important documents are properly filed and easily accessible.
• Monitor office supplies and communicate requirements to management.
• Support general office coordination and other reasonable administrative duties required for the smooth running of the company.

F. Communication & Digital Platforms

The officer will be expected to actively manage and maintain professional communication across:

• Company email
• WhatsApp / WhatsApp Business
• Telephone
• Website inquiries
• Social media inquiries
• Google Workspace / Microsoft Office
• Spreadsheets and booking trackers
• Online calendars
• Other company systems introduced by management

All client and company information must be handled professionally and confidentially.

G. Marketing & Business Development Support

The officer will support the company's marketing and business development activities by:

• Collecting client feedback and testimonials.
• Requesting permission to use appropriate client photographs or experiences for marketing.
• Identifying frequently requested destinations, activities and tour products.
• Providing management with ideas for new tour packages.
• Assisting with basic social media and digital marketing activities where required.
• Monitoring inquiries generated through marketing channels.
• Identifying potential business partnerships and referral opportunities.
• Supporting tourism events, exhibitions and promotional activities when required.
• Maintaining good relationships with previous clients to encourage referrals and repeat business.

3. Daily Operational Expectations

The successful candidate is expected to:

• Check and respond to company communication promptly.
• Review upcoming tours and identify outstanding tasks.
• Follow up pending quotations and bookings.
• Confirm upcoming reservations and arrangements.
• Keep client and booking records updated.
• Communicate with suppliers, guides and drivers as necessary.
• Resolve or escalate operational issues promptly.
• Maintain an organized office and accurate documentation.
• Ensure no important client inquiry, booking or operational task is forgotten.

The officer should develop a habit of anticipating problems rather than waiting for problems to occur.

4. Required Qualifications

Minimum Qualifications

• Diploma or Bachelor's degree in Tourism & Hospitality, Travel & Tourism, Hospitality Management, Business Administration, or a related field.
• At least 1–2 years of relevant work experience in tourism, travel, hospitality, reservations, customer service, operations or a related field.
• Strong spoken and written English.
• Good computer literacy.
• Proficiency in Microsoft Office or Google Workspace.
• Ability to work confidently with spreadsheets, email, calendars and digital communication platforms.

Desirable Qualifications

• Previous experience working for a tour operator, travel agency, safari company, hotel or hospitality business.
• Knowledge of Uganda's tourism destinations and attractions.
• Experience preparing tour itineraries and quotations.
• Experience with reservations or booking systems.
• Sales or customer relationship management experience.
• Digital marketing or social media experience.
• Knowledge of additional languages.
• A valid driving permit is an added advantage.

5. Required Skills & Competencies

Communication

Excellent verbal, written and interpersonal communication skills.

Customer Service

Ability to understand clients, manage expectations and create a professional and welcoming experience.

Organization

Strong ability to manage multiple bookings, deadlines, clients and operational tasks simultaneously.

Attention to Detail

Ability to identify errors in dates, names, bookings, prices, schedules and travel arrangements before they affect the client.

Problem Solving

Ability to remain calm and find practical solutions when unexpected situations arise.

Sales Ability

Ability to understand client needs, recommend suitable experiences and confidently follow up potential clients.

Digital Skills

Comfortable using computers, email, spreadsheets, online platforms and messaging applications.

Time Management

Ability to prioritize urgent and important tasks without losing track of routine responsibilities.

Negotiation

Ability to communicate professionally with suppliers and seek competitive rates and favorable arrangements.

Initiative

Ability to identify what needs to be done and act without waiting to be instructed for every task.

Teamwork

Ability to coordinate effectively with management, guides, drivers, suppliers and other members of the tourism network.

Professionalism

Must demonstrate reliability, integrity, discretion, punctuality and respect for clients and business partners.

6. Personal Attributes

The ideal candidate should be:

• Organized
• Reliable
• Friendly and approachable
• Professional
• Proactive
• Detail-oriented
• Patient
• Resourceful
• Confident in communication
• Commercially aware
• Adaptable
• Calm under pressure
• Willing to learn
• Comfortable taking responsibility

Most importantly, the candidate should have an ownership mentality.

They should not wait to be told that a client's airport transfer has not been confirmed. They should notice it, follow it up and resolve it.

7. Performance Expectations

Performance will be assessed based on:

• Responsiveness to client inquiries.
• Quality and accuracy of quotations.
• Conversion of qualified inquiries into bookings.
• Accuracy of reservations and itineraries.
• Timely preparation of upcoming tours.
• Quality of communication with clients and suppliers.
• Client satisfaction and feedback.
• Effective handling of operational problems.
• Accuracy and completeness of company records.
• Follow-up of outstanding inquiries and payments.
• Ability to maintain organized operations.
• Contribution to repeat business, referrals and company growth.
• Professional conduct and reliability.

8. Key Performance Indicators (KPIs)

The company may monitor:

1. Inquiry response time
2. Quotation turnaround time
3. Inquiry-to-booking conversion rate
4. Number and value of confirmed bookings
5. Follow-up completion rate
6. Booking/operational error rate
7. Client satisfaction and reviews
8. Repeat clients and referrals
9. Accuracy of operational records
10. Timeliness of tour preparation
11. Supplier response and coordination efficiency
12. Quality and consistency of weekly operational reporting

9. Confidentiality & Professional Conduct

The officer will have access to confidential client, supplier and company information.

They will therefore be expected to:

• Protect client information.
• Keep company pricing, financial and operational information confidential.
• Use company information and systems responsibly.
• Maintain professional boundaries with clients and suppliers.
• Avoid unauthorized disclosure of company information.
• Follow company policies and procedures.
• Represent Kitum Caves Safaris professionally at all times.

10. Nature of the Role

This is a hands-on position in a growing tourism company.

The officer may be required to perform duties outside the exact responsibilities listed above where such duties are reasonably connected to the smooth operation and growth of Kitum Caves Safaris.

The position requires flexibility because tourism operations can change quickly. Some days may focus heavily on client communication and sales, while others may involve coordinating multiple upcoming trips, solving operational challenges or supporting the wider office.

The successful candidate will therefore be expected to take ownership of outcomes rather than simply complete assigned tasks.

The Ideal Candidate

The ideal candidate is someone who can receive a new inquiry in the morning, understand what the traveller needs, prepare and follow up a quotation, confirm a lodge booking, coordinate with a driver, solve an unexpected client issue, update the company's records and still leave the office knowing exactly what needs to happen tomorrow.

We are looking for an operator, not simply a receptionist.