CDL was founded in early 2003 by its current Managing Director Lucy Mmari.Within her 14 year tenure in a well established logistics company, She honed her skill in human resources management and thereafter started CDL.
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Assist in developing and customizing itineraries for corporate, leisure, and group travel, ensuring 100% alignment with client requirements.
Support end-to-end tour operations, including bookings for flights, hotels, transfers, and excursions, achieving ≥98% accuracy in reservations.
Respond promptly to client inquiries, providing information, updates, and solutions, maintaining a client satisfaction score of ≥ 4.5/5.
Coordinate with suppliers and service providers, verifying confirmations, rates, and availability to ensure timely delivery of travel services.
Prepare and maintain documentation including travel schedules, visa requirements, insurance, and tickets, ensuring 100% compliance with internal procedures.
Support senior consultants in conducting B2B meetings, client briefings, and on-site tour inspections, contributing to smooth execution of all programs.
Update internal databases and CRM systems with client, supplier, and booking information, ensuring real-time accuracy for reporting and decision making.
Assist in reporting, including daily operations updates, weekly booking summaries, and post-tour feedback, ensuring all reports are submitted on time.
Identify opportunities for upselling or improving client experience, supporting business growth and increasing repeat client engagement by ≥ 10% annually.
Participate in training programs to build knowledge in tour operations, destination expertise, and travel technology systems.
Handle minor client or operational issues independently, escalating only when necessary, maintaining a swift issue resolution rate (<24 hours).
Requirements
Academic Qualifications and Experience
Diploma or Bachelor’s degree in Tourism & Hospitality Management, Travel & Tourism, Business Administration, or a related field.
Short courses or certifications in Tour Operations, Travel Consultancy, or GDS systems (Amadeus, Galileo,Sabre) are an advantage.
3.5 years of experience in tour operations, travel consultancy, or a customer service role within a travel agency, tour company, or hospitality setting.
Exposure to group travel coordination, itinerary planning, or corporate travel is desirable.
Familiarity with GDS platforms, online booking tools, or CRM systems is preferred.
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