Training Facilitator

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 staff members are trained accordingly delivery methods align

• 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

• Support group-level training initiatives as required in collaboration with the Nawiri Head of Training.

• Deliver training across product, destination, systems, process, and soft skills areas for other group companies when needed

• Contribute to the alignment and consistency of training standards across the group