Tour Operations & Client Relations Officer

• Position
• Tour Operations & Client Relations Officer
• Department
• Operations & Client Services
• 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

• 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.
• 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

• 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
• 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.
• 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.
• 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.
• 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
• Support general office coordination and other reasonable administrative duties required for the smooth running of the company.
• 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
• 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.
• 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.
• 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
• working for a tour operator, travel agency, safari company, hotel or hospitality business.
• - Knowledge of Uganda's tourism destinations and attractions.
• -
• preparing tour itineraries and quotations.
• -
• 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