Job description

KULALA STAYS LODGE | LUCIANO TOURS & TRAVEL

Livingstone, Zambia

VACANCY: GROUP TRAVEL & GUEST EXPERIENCE LEAD

Itinerary Design, Sales & Guest Journey Management

About Us

Luciano Tours & Travel is a Livingstone-based destination management company offering safari itineraries, holiday packages, and bespoke lifestyle travel experiences across the region and beyond. Luciano Tours & Travel is the employing company for this role. Under common ownership, Luciano Tours & Travel works closely with Kulala Stays Lodge, a boutique hospitality property also based in Livingstone, and the two brands share an office base in the town. This role will work across both brands, delivering a seamless guest experience from first enquiry to final departure.

Role Purpose

We are looking for a Group Travel & Guest Experience Lead who can own the complete guest journey across both brands: converting enquiries into designed itineraries, closing the sale, and managing the trip through to completion — including trips that take place in other destinations and must be coordinated remotely through partner suppliers and ground operators. The ideal candidate combines creative itinerary design with strong sales instincts, polished communication, and the operational ownership to run the guest-facing side of both businesses as one connected role.

Key Responsibilities

1. Itinerary Design & Product Knowledge

• Design tailor-made safari itineraries, holiday packages, and lifestyle travel experiences based on each client’s interests, budget, and travel dates.
• Maintain up-to-date knowledge of Livingstone and regional destinations, activities, accommodation partners, and travel logistics.
• Build creative, well-costed proposals that balance guest expectations with profitability.
• Continuously refine packages based on guest feedback, seasonal trends, and market demand.

2. Sales & Client Management

• Respond promptly and professionally to enquiries received by phone, email, social media, and in person.
• Guide prospective clients through options, upsell relevant experiences, and confidently close sales.
• Follow up on quotations and leads to maximise conversion rates.
• Build long-term relationships with clients, travel agents, and referral partners to encourage repeat and referred business.
• Maintain accurate, up-to-date records of enquiries, quotations, bookings, and sales in the company’s systems.

3. End-to-End Trip Management

• Manage each booking from confirmation through to completion, including trips occurring in other destinations, coordinating remotely with ground handlers, suppliers, and partner operators.
• Act as the client’s main point of contact throughout their journey, proactively resolving issues and ensuring a smooth experience.
• Liaise with accommodation providers, transport operators, and activity suppliers to confirm bookings and manage changes.
• Handle post-trip follow-up, including feedback collection and resolution of any outstanding matters.

4. Marketing Support

• Contribute to marketing efforts for Kulala Stays and Luciano Tours & Travel, including social media content, promotions, and packages.
• Represent the brand professionally at trade shows, familiarisation trips, and networking events as required.
• Support the development of marketing materials that showcase itineraries and packages.

5. Administration & Operational Support

• Carry out administrative duties for both Kulala Stays and Luciano Tours & Travel, including recording sales and maintaining financial and booking records.
• Manage stock levels relevant to lodge and tour operations, including ordering and tracking as needed.
• Support the supervision of staff, working alongside the Kulala Stays Supervisor to ensure smooth daily operations.
• Run errands and provide general operational support as required by the business.

Requirements & Qualifications

• Diploma or degree in Tourism, Hospitality, Travel & Tourism Management, Marketing, or a related field (or equivalent practical experience).
• Minimum 2–3 years’ experience in a travel design, reservations, tour operations, or hospitality sales role.
• Proven track record in sales, with the ability to close deals and meet targets.
• Working knowledge of Livingstone and regional Southern African tourism products is a strong advantage.
• Comfortable using booking systems, spreadsheets, email, and social media platforms.
• Valid driver’s licence preferred.

Skills & Competencies

• Excellent spoken and written English, with a polished, professional manner when engaging clients.
• Strong sales and negotiation skills, with a persuasive and consultative approach.
• Creative flair for itinerary design paired with attention to detail and accuracy in costings.
• Strong organisational and multitasking skills, able to manage several client journeys simultaneously.
• Confident using remote coordination (calls, email, messaging) to manage trips happening in other destinations.
• A genuine team player who works well with lodge staff, tour operations staff, and management.
• Self-motivated, reliable, and comfortable taking on varied administrative and operational tasks.
• Calm and solutions-focused under pressure, particularly when managing live guest issues.

What We Offer

• A gross monthly salary of K7,000, reviewed annually based on performance.
• A single, accountable role spanning hospitality, tour operations, and sales — not two jobs bolted together.
• The opportunity to shape and grow the guest experience function across two connected brands.
• A collaborative working environment based in Livingstone, at the heart of Zambia’s tourism industry.
• Performance-based growth opportunities as the role and business develop.

How to Apply

Interested candidates should email a CV, an application letter, and any supporting documentation (certificates, references, etc.) to:

[email protected]

• Closing date: Monday, 31st August.
• Only shortlisted candidates will be contacted.