Manager of Training

ABOUT ASILIA

Asilia Africa is one of East Africa’s long-standing safari companies. Meaning ‘genuine’ or ‘authentic’ in Swahili, we’ve built a reputation for incredible safari experiences and our unwavering commitment to empowering both people and nature alike in the region. Founded in 2004, Asilia has a leading presence in the main safari destinations in Tanzania and Kenya as well as a driving role in several pioneering projects. Asilia’s goal is to turn crucial and fragile natural habitats into lasting conservation economies, benefitting both the environment and local communities. At present, the company owns and operates 18 lodges and camps as well as a ground handling operation. Asilia is the first sustainable safari/lodge company in Africa to receive a 5-star rating for sustainability from GIIRS, was recognized as one of the “Best Companies for the World” in 2013 and was awarded the 2014 Tourism for Tomorrow Business Award.

WHAT WE BELIEVE IN

We believe that world-class travel can go hand in hand with improving livelihoods and conservation of nature. Our luxury camps and lodges are in some of the most special places on earth. Places we want to safeguard for the future. We strive to transform whole areas, from crucial fragile natural habitats with often impoverished communities into lasting conservation economies; effectively protecting wildlife whilst providing opportunities for local people to prosper. Whichever department you work in, your efforts will be crucial in achieving our conservation goal.

ROLE OVERVIEW

The Manager of Training is responsible for designing and delivering comprehensive training interventions to the Sales and Operations teams. Training interventions will include Asilia systems, separate team processes, as well as service offering content (such as destination training). The Manager of Training will train new starters as well as existing staff and provide maintenance and remedial training to existing employees. The Manager of Training will be responsible for continuously assessing training needs and adjusting training delivery methods and content accordingly. This position will also be responsible for the formalisation of all training materials – designing new materials from scratch, and reworking and maintaining existing materials.

This position will report to the Performance and Development Manager. In addition, there will be close collaboration with Sales Directors, Operations Managers, and HR.

It is noted that this position may require training for companies within the Nawiri Group on a variety of topics, including soft and technical skills, as well as destination training.

RESPONSIBILITIES

IDENTIFY ONGOING TRAINING NEEDS

• Conduct regular training needs and skills gap analyses to assess training requirements within the Sales and Operations teams this will be done in conjunction with the Head of Training and the HR Team, according to the training policy.

DESIGN & EXECUTE TRAINING INTERVENTIONS

• Design training interventions for Sales and Operations positions, according to the ‘content areas’ below

• Review and re-work existing training interventions, where necessary

• Coordinate and facilitate Sales and Operations training sessions for new starters and existing employees

• Continuously monitor and review the effectiveness of training content and delivery methods to ensure excellent service delivery and transfer of knowledge to trainees

MAINTENANCE TRAINING

• Ensure that training interventions, inclusive of training materials, are continuously adapted to include new system features or pertinent updates.

• Monitor training status of the Sales and Operations teams, ensuring that employees are up to date with required knowledge standards in the business

• Work with Line Managers to identify employees in need of remedial training. Take accountability for designing and executing remedial training plans, customized to individual employee needs

TRAINING MATERIALS AND DOCUMENTATION

• Develop and continuously maintain comprehensive training materials in a range of formats that are easily adjustable to employee learning styles

• Over time, work towards the digitization of all training materials, including videos.

TRAINING CONTENT AREAS

SYSTEMS TRAINING – NEW STARTERS

Facilitate training for our standard internal systems, including but not limited to:

• Bazaruto, including End-to-End with Asilia

• HubSpot

• Flywire or any other pay gate system

• 3CX phone system

• Office 365, Teams, and Outlook file management

• Charter flight booking system (AeroCRS)

• Ilios online system

PROCESS TRAINING – NEW STARTERS

• With time, it is envisaged that the Manager of Training Manager will take over the total process training for all Operations roles. The high-level processes are listed below and may be subject to change and development.

SUPPORT TEAM PROCESSES

• Provisional, Confirmation, Audit processes

• Travel Preparation Pack and sending invoices to Accounts

• Rate query investigations and rate sheets

• Reconfirmation processes

• Client Travel Documentation

• Supplier services tab in Bazaruto

• Arrival Instructions and Itinerary blurbs

• Car rental vouchers

CLIENT EXPERIENCE PROCESSES

• Customer Process Map & CRM mailer training

• Emergency phone (after-hours support) training

• Visa, vaccination, and general on-trip preparation training 

ENQUIRY & QUOTE PROCESSES

• Pre-qualification training

• Bazaruto: Itinerary building, cancellations, deferrals & audit changes

• Process flow from consulting to confirming or closing an enquiry

AFRICAN SAFARI EXPERT PROCESSES

• Process flow from consulting to confirming or closing an enquiry

• Bazaruto: Itinerary building

DESTINATION TRAINING

• Design and deliver regular destination training, in collaboration with the Product team, Operations Managers and Nawiri Head of Training

• Regularly update destination training materials, ensuring the information is accurate and staff members are trained accordingly

• Utilise The Learning Centre materials and videos, encouraging and monitoring employee participation

• Review current destination assessments, updating or redesigning where necessary to ensure relevancy

• Mark all destination assessments, ensuring fair and comprehensive feedback is provided to employees

NAWIRI GROUP TRAINING

• Part of this role will require the manager of Training to train other companies in the Group when the requirement arises, and will also be required to work in conjunction with the Nawiri Head of Training to establish group training requirements.

• This training involves product & destination training, soft skills training, as

• well as systems and process training.

QUALIFICATIONS AND EXPERIENCE

EXPERIENCE

• Minimum of 4-years’ experience in a Travel Consultant role at a B2C travel business, working with inbound international travellers (essential)

• Minimum of 2-years’ experience in a Training Manager / Facilitator role at a comparable travel business (advantageous)

KNOWLEDGE

• Expert-level knowledge of East Africa (essential) and Southern Africa destinations (preferably)

• Expert-level product knowledge of luxury 5* safari accommodations, transport options and tours (essential)

• Expert-level working knowledge of CRM systems, preferably HubSpot (essential)

• Working knowledge of training methodologies and facilitation (desirable)

• Working knowledge of designing training interventions, inclusive of training materials (desirable)

SKILLS AND COMPETENCIES

• Ability to transfer knowledge to others

• Ability to work with people

• Excellent written and verbal communication

• Excellent ability to present engaging and professional training sessions

• Ability to plan and organize

• Ability to deliver excellent service to internal trainees

• Ability to adapt and respond to changing training requirements

• Ability to comfortably and confidently train the wider Nawiri group.

• Team player who is passionate about learning and development.

COMPANY REQUIRED WORK PRACTICES

• Across all interactions, promote the image of the sales team as a best-in-class externally with our clients and internally with our key stakeholders.

• As a key point of contact and the face of Asilia, upholding and contributing to the reputation of the company as a leading safari operator. 

• The Asilia values are company values that play a significant role in how we define ourselves and set ourselves apart. We place a high value on living these values in everyday work practices. These values are genuine, inspired to do good, caring family spirit, teamwork, dedicated to service, consistent quality and going the extra mile

• When staff events happen within working hours it will be compulsory to attend 

• Attend all Training & Development programs as required. 

CONDITIONS AND WORKING HOURS

• You are required to work 9 hours per day including an hour lunch break. The working hours are determined according to the team set-up with flexibility.

• Overtime may be required during peak periods for which you will be compensated with time off in lieu.

• You may be required to travel for work from time to time.

EMPLOYMENT EQUITY

At Asilia, we are committed to fostering diversity and inclusion. We encourage Employment Equity candidates and individuals with disabilities to apply. As an equal opportunities employer, we believe that a diverse workforce is key to our success. We welcome applications from individuals of all backgrounds, regardless of age, gender, disability, sexual orientation, race, religion, or beliefs.