Job Title: Tourism Manager Department: Sales & Operations Location: KAMPALA, Uganda Reporting To: Country Manager / Director Type: Full-Time Job Summary: We are seeking a dynamic and customer-focused Tourism Expert to join our team. The ideal candidate will be responsible for designing travel itineraries, handling customer queries, managing bookings and operations, and ensuring high standards of service delivery. This role requires a deep understanding of the tourism industry, excellent communication skills, and a passion for creating memorable travel experiences. The Tourism Manager is responsible for overseeing the development, marketing, and execution of travel products and services, ensuring seamless operations and exceptional customer experience. Key Responsibilities: Sales & Client Engagement Interact with clients to understand their travel requirements and preferences. Recommend suitable destinations, itineraries, and packages (group/individual/corporate). Convert leads into confirmed bookings through persuasive communication and product knowledge. Upsell add-on services such as insurance, excursions, visas, and transfers. Tour Packaging & Itinerary Design Prepare customized and pre-designed tour itineraries based on budget, duration, and interests. Ensure all inclusions (accommodation, transport, activities) are appropriate and well-coordinated. Maintain updated knowledge of global travel trends, seasonal offers, and destination highlights. Booking & Operations Coordinate with suppliers such as airlines, hotels, transport providers, and ground handlers. Handle reservations, confirmations, payments, vouchers, and documentation. Ensure accurate and timely issuance of travel documents (tickets, visas, travel insurance). Customer Service & Problem Resolution Provide pre- and post-travel support to clients, ensuring a seamless travel experience. Resolve any issues or complaints in a professional and timely manner. Maintain strong customer relationships to encourage repeat and referral business. Business Development & Strategy Develop and implement business plans to grow the tourism vertical (Leisure, MICE, Inbound, or Outbound). Identify new markets, partnerships, and customer segments to expand the business. Set monthly and annual sales targets and monitor performance against KPIs. Build corporate and B2B relationships to secure group bookings and travel partnerships. Team Management & Training Lead, mentor, and manage a team of travel consultants, operations executives, and coordinators. Conduct training sessions to improve product knowledge, customer handling, and system usage. Set performance goals and conduct regular evaluations of team members Operations Oversight Oversee end-to-end booking processes including reservations, documentation, visa support, and logistics. Ensure operational efficiency, timely execution, and problem resolution during the travel lifecycle. Monitor customer satisfaction and implement service improvement initiatives. Administrative & Reporting Maintain detailed client records, itineraries, and financial transactions. Prepare daily/weekly reports on leads, bookings, revenue targets, and feedback. Coordinate with marketing and product development teams for promotional activities. Key Skills & Competencies: Excellent verbal and written communication Strong organizational and multitasking abilities Familiarity with global destinations, visa regulations, and travel logistics Customer-centric approach with problem-solving skills Proficiency in MS Office and digital tools Client-centric approach with a strong sense of accountability Ability to multitask in a fast-paced, dynamic environment Analytical mindset with proficiency in Excel and travel management software Qualifications & Experience: Bachelors or Masters degree in Tourism, Hospitality, Business Administration, or related field 3-6 years of experience in a travel agency or tourism company or a DMC Certification in IATA, GDS, or related tourism software (preferred) Experience in handling MICE, FIT, and group tours (domestic and international) is an added advantage