Transport Controller Supervisor

Franschhoek Wine Tram is a leading player in the tourism and hospitality industry, dedicated to providing exceptional guest experiences. We take pride in delivering top-notch service and creating unforgettable memories for our guests. We are now seeking a passionate and experienced Service Manager to join our dynamic team.

As a Controller Supervisor at the Franschhoek Wine Tram, you will be responsible for ensuring the highest level of guest satisfaction through effective leadership and service excellence. You will play a pivotal role in managing and enhancing our customer service operations to maintain our reputation as a premier destination in the tourism and hospitality sector.

Responsibilities

• Oversee the daily operations of Franschhoek Wine Tram, ensuring services run safely, efficiently, and on schedule.
• Lead and coordinate drivers, guest service staff, ticket office staff, and platform teams to deliver an exceptional customer experience.
• Manage staff rosters, shift allocations, and daily operational requirements to meet customer demand.
• Monitor routes, departures, passenger flow, and capacity, resolving delays and operational disruptions promptly.
• Engage directly with customers, handling enquiries, complaints, booking issues, and special requests professionally and efficiently.
• Coordinate with wine estates and internal departments to ensure smooth transfers and clear communication throughout the guest journey.
• Train, mentor, and manage staff performance, maintaining high standards of customer service, safety, and professionalism.
• Ensure customers receive accurate information about routes, departure times, estate stops, and available experiences.
• Monitor customer feedback and operational performance, implementing practical improvements to service delivery.
• Respond to incidents and emergencies, following company procedures and escalating matters where necessary.

Requirements

• Proven experience in a managerial role within the tourism and hospitality industry.
• Exceptional interpersonal and communication skills.
• Strong leadership abilities and a track record of motivating teams to achieve high standards.
• Proficiency in hotel or hospitality management software is a plus.
• Outstanding problem-solving skills and the ability to handle challenging situations with grace.
• A passion for delivering exceptional customer service.
• Good working proficiency in MS Office / Excel.
• High proficiency in verbal and written English & Afrikaans.
• Ability to deliver high impact facilitation/presentations.
• Own transport and drivers licence.
• Five years experience within a similar role.
• Lives in Franschhoek, Stellenbosch, Paarl or willing to relocate.

Education

• Diploma in Hospitality Management, Business Administration, or a related field (preferred).
• Tertiary qualification in training and hospitality

Job Type: Full-time

Ability to commute/relocate:

• Franschhoek, Western Cape 7690: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelors (Required)

Experience:

• Tourism & Hospitality: 5 years (Required)

Language:

• English (Required)

Work Location: In person