About this role
Go2Africa is Africa’s trusted tailor-made safari specialist, with more than 25 years of experience creating deeply personal journeys across the continent. We combine first-hand African expertise, specialist regional knowledge, trusted local relationships and dedicated support to help travellers experience the Africa that’s right for them. Home to 21 Condé Nast Traveller Specialists - more than any other African safari company - Go2Africa is recognised by Condé Nast Traveller, Travel + Leisure and the World Travel Awards, and trusted by thousands of travellers around the world. As part of the B Corp-certified Nawiri Group, we generate funding through travel and long-term partnerships, working alongside trusted local organisations to strengthen landscapes, support livelihoods and help people and wildlife thrive together. At the heart of Go2Africa is a team of people who care deeply about Africa, our travellers and the work we do, each playing a part in creating the exceptional journeys and experiences we’re known for. Role Summary To lead and manage the Travel Administration team, ensuring that all pre-travel administration is completed accurately, consistently and within agreed service levels. The role is accountable for supplier reconfirmations, booking triple checks, client travel documentation, team performance, quality assurance, employee development, seasonal readiness, stakeholder service and continuous improvement. Functional Responsibilities: Team management Conduct monthly one-on-ones and formal performance reviews with each team member. Agree annual objectives and individual development plans and review progress quarterly. Monitor performance against agreed KPIs, SLAs and turnaround times, taking corrective action where required. Maintain rosters, approve leave and shift changes, and ensure adequate operational coverage. Plan for peak travel periods, including capacity, recruitment, onboarding and seasonal readiness. Operational delivery and quality assurance Ensure supplier reconfirmations are initiated six weeks before travel, followed up promptly and completed within agreed timelines. Ensure booking triple checks compare the booking system with supplier confirmations and invoices. Ensure discrepancies are investigated and resolved before travel documentation is finalised. Ensure accurate, client-ready travel documentation is completed and handed over within agreed timelines. Monitor workloads, backlogs and upcoming departures, and reprioritising work where required. Maintain a structured quality-audit process and ensure errors result in corrective action or retraining. Act as the escalation point for complex supplier, rate, booking and documentation issues. Training and capability development Ensure standardized onboarding and training is provided to all new Travel Administrators. Develop and maintain current training materials, SOPs and process guides. Provide regular coaching, feedback and operational support for team members. Ensure new and amended processes are communicated, trained and consistently applied. Assess competency and address identified development or training gaps. Travel information, systems and continuous improvement Maintain Travel Information Packs and client documentation with accurate, current travel information. Coordinate verified CRM content and image updates with the Marketing Team. Complete a documented annual audit of travel information and CRM content, including charter-flight luggage restrictions. Identify and implement improvements to Travel Administration processes, systems, quality and efficiency. Periodically complete or review travel documentation to maintain process knowledge and quality calibration. Lead or contribute to relevant Operations projects and other reasonable duties aligned with the role.