About Go2Africa
Go2Africa is a leading Africa-based tour operator, trusted by travellers for over 25 years to design journeys that are seamless, personal, and deeply connected to the African continent.
Every journey is crafted by a dedicated Africa Safari Expert who knows the landscape, has walked the trails, stayed in the camps, and built long-standing relationships with the people who bring each experience to life. From first enquiry to returning home, Go2Africa is known for its care, attention to detail, and ability to create safari adventures that stir the soul. This commitment to quality has earned us thousands of five-star reviews and recognition from industry leaders such as Condé Nast Traveler, Travel + Leisure, and the World Travel Awards.
At the heart of it all is our purpose to use travel as a force for good. As part of Nawiri Group, every journey with Go2Africa helps support the vast wilderness ecosystems our guests travel to, and communities who call them home.
Role Summary
The Training Facilitator is responsible for designing and delivering comprehensive training interventions to the Sales and Operations teams predominately at Go2Africa. Training interventions will include Go2Africa’s systems, separate team processes, skills-based training, as well as service offering content (such as destination training).
The Training Facilitator will train new starters as well as existing staff and provide maintenance and remedial training to existing employees, as well as training on changes and updates on relevant topics.
The Training Facilitator 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 Sales Enablement Manager at Go2Africa and work closely with Group HR and Group Training. In addition, there will be close collaboration with Sales Directors, Operations Managers, and other stakeholders.
It is noted that while this position will be based predominantly at Go2Africa, there will also be a requirement from time to time to provide training to companies within the Nawiri Group on a variety of topics, including soft and technical skills, as well as destination training.
Key Areas of Responsibility
Identify ongoing training needs
Conduct regular training needs and skills gap analyses to assess training requirements within the Sales and Operations teams, and on some occasions the wider group
Partner with key stakeholders (Sales, Operations, Head of Training, HR) to identify priorities and align training initiatives to business needs
Design and execute training interventions
Design and deliver training interventions for Sales and Operations roles, according aligned 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.
Support the rollout and adoption of new systems, processes, and product updated through targeted training initiatives
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
Evolve training delivery methods, including scalable digitization of all training materials
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)
Process training – new starters
With time, it is envisaged that this role 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.
Take ownership of the end-to-end training process across all operations roles, ensuring a clear understanding of key workflows across the booking lifecycle, including but not limited to:
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 and Quote processes
Pre-qualification training
Bazaruto: Itinerary building, cancellations, deferrals & audit changes
Process flow from consulting to confirming or closing an enquiry
Africa 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 s