Operations Specialist – Travel Booking (Kigali)

About the role

The Operations Specialist will support the booking process by working closely with Travel Designers and acting as the first point of contact for suppliers. This role ensures accurate, efficient and error‑free management of all backend operations for each booking.

Key responsibilities

• Manage and coordinate confirmed bookings received from Travel Designers.
• Capture and update booking details, special requests, guest information and service lines in the relevant systems.
• Communicate with suppliers to confirm, modify or cancel services in line with company policies.
• Review supplier invoices, vouchers and deposits, submit AP invoices on time and authorize payments.
• Prepare and maintain electronic booking files, travel itineraries, document packs, welcome letters and other guest materials.
• Monitor guest experience, handle complaints, special needs and high‑risk requirements, and coordinate resolutions with properties, Travel Designers and Customer Care.

Required profile

• Advanced diploma in Tourism/Hospitality (a tertiary certificate in Travel & Tourism is a plus).
• 1–2 years of entry‑level experience in the inbound travel industry.
• Experience handling customer relationships and promoting travel products and services.
• A passion for wildlife, sustainability and conservation.

Required skills

• Working knowledge of TourPlan and WISH or similar booking/operating systems.
• General product knowledge of the Rwanda tourism industry.