Operations Specialist, Middle East & North Africa

About Us

G Adventures is the world’s largest small-group adventure travel company and we’ve been making epic travel memories happen on all seven continents for over 30 years.
Our mission is simple: to change lives through travel. And not just our travelers’ either. Since day one, our tours have been built to establish meaningful relationships with local communities, directly benefiting the people and places we visit at every step of our tours.
With the demand for travel coming back strong, we are set up and excited for this next chapter in our company’s story — and we’d love for you to be a part of it.
Our DNA revolves around building, nurturing, and developing a diverse culture of people and a true sense of belonging, where everyone is encouraged to bring their authentic self to work each and every day. You’ll have the opportunity to grow your career, and yourself, alongside a passionate, talented, and welcoming community that works hard to spread goodness around the world.
If all that sounds like your kind of thing, well, we can’t wait for you to join us.

About the Role

 Reporting to the Regional Operations Manager, the Operations Specialist will include work with suppliers and the Reservations team using efficient process and actioning any foreseeable problems. You will also need to communicate clearly and efficiently with CEOs (Tour Staff), Suppliers, and travellers. Provide Support for the Regional Operations Manager to ensure accuracy of product and flow of operations.  

This role is a hybrid role based out of Marrakesh. A set number of days is required in office as decided by the region.

Responsibilities

Multi-Brand

• Brand and Region Agnostic (Will likely be required to work across multiple regions/brands)

• Assist in ensuring the G Adventures brand and other client brands are properly represented throughout the region.

Financial

• Assessment and communication of cancellation fees to Base Camp Ops. Will generally require collaboration with the buying team and negotiation with suppliers.

• Assist with validations to facilitate vendor reservations in coordination with the reservations team. This includes on-tour and post tour changes where modifications to the system are needed so that invoices match the system when received.

Commercial

• Support the Global Sales and Brand teams in information-gathering and logistics related to travellers before arrival.

• Support product review and new product development.

• FIT lead (Specialist)

Traveler

• Support the Customer Solutions team for on-tour and post-tour issues, investigating, collaborating and communicating with the stakeholders to manage situations as effectively as possible and bring them to resolution.

• Monitoring of incident reports as they come in, communicating with the Reservation and Tour Staff Manager as necessary to determine if follow up is needed, and communicating with appropriate individuals to assist in issue resolution.

• Coordinate with the ROM regarding logistical tour changes, and keep the CEO’s and providers informed.

• CIM lead (Specialist)

Communication

• Answering phones in a prompt and polite manner.

• Conflict resolution, good problem solving

• Insuring prompt response times within 24 hours.

• Email follow up

Other

• Monitor shared email accounts as requested.

• Other duties as assigned by Regional Ops Manager

Working Relationships

Internal Relationships

• Operations team at Souk & Bazaar offices

• Product and Contracting team

• Operations team at Base Camp

• CEOs

• Accounting department

• Global Sales team

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 External Relationships

• Operators/Suppliers: request space, support and share information

• Customers: Answering questions and attending emergency calls

Must Have:

• Strong Customer Service

• Excellent Listening skills

• Quick learner, Able to problem solve

• Complaint Resolution

• Strong Decision Making Skills

• Computer literate (Google Suite, Slack)

• Be a Team Player, Self Motivated and Goal orientated

• Excellent Attention to Detail, Well Organized

• Flexible, Co-operative Approach

• Positive and Innovative Attitude

•  Good time management skills

• Highly proficient in English both written and spoken

• Familiarity with Regional Geography 

Nice to Have:

• Presentation Skills

• Mac Computer Skills

• Excellent knowledge of G Adventures product in the region

• Familiarity with Travel Industry Practices

• Vocational Qualification related to Travel & Tourism/Business

What do we offer you?

• Competitive salary commensurate with the role

• Competitive benefits package 

• Birthday day off

• Vacation time for you to recharge

• Enhanced Parental Leave

• Learning and growth opportunities

• Employee Resource Groups

*Applicable based on location*

G Adventures is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants.