Journey Guide Team Leader

The SMIL Team Leader is responsible for ensuring the accuracy and quality of quotes, driving performance metrics, and leading a team of Journey Guides to meet operational standards and deadlines.

Role Summary 

The SMIL Team Leader is responsible for ensuring the accuracy and quality of quotes, driving performance metrics, and leading a team of Journey Guides to meet operational standards and deadlines.

• Reports to the SMIL Operations Manager.

Key Duties and Responsibilities:

• Perform quality control checks on all quotes to ensure accuracy, brand alignment, and correct application of pricing, source codes, margins, and promotions.
• Ensure bookings are accurately entered into trace systems and that cancellation fees are raised promptly
• Monitor and reduce quote turnaround times while capturing and logging key performance metrics.
• Review and verify cancellation calculations submitted by Journey Guides
• Conduct monthly one-on-one check-ins and weekly progress debriefs with the SMIL Operations Manager
• Monitor individual and team performance, providing support with task prioritization as needed.
• Identify and escalate operational challenges or team issues to the appropriate stakeholders.

Operational Support:

• Assistance with administrative and operational support duties where needed.
• Provides support and back-up to the Journey Guides and SMIL Operations Manager on all matters when they are absent (i.e. sick/on leave/ business travel trips)
• All roles at Singita may be required to perform other tasks as reasonably requested from time to time and as required by the business and/or operation. Singita fosters a culture of collaboration, and with this a support of the multi-skilling of staff