PRIMARY PURPOSE

The Guest Experience team is a high touch guest centric team, dedicated to exceptional guest engagement throughout the guests’ journey.  From daily support prior to arrival until their day of departure, you will assist in additions/amendments to guests stay and any last-minute changes they encounter. 

The core purpose of this position is to drive open proactive communication and bespoke service delivery by providing operational excellence to the Wilderness guest outside office trading hours, over weekends and public holidays.

This position is based in Johannesburg or Cape Town

Detailed Responsibilities

• Handle all emergency calls and messages received after hours, over weekends, and public holidays during a guest stay.
• Assist with Guest Experience Liaison services and messaging guest/agents with any during travel request.
• Create seamless service delivery through regular correspondence with guests and agents during travel. Delighting them with high attention while focusing on the intricacies of the guest's journey.
• Maintain effective communication with all journey stakeholders to ensure a smooth & friendly service delivery whilst ensuring all requirements are communicated effectively and efficiently.
• Build and maintain close relationships with various stakeholders throughout the business. i.e. Regional Guest Operations teams, camp staff, reservations teams as well as AP suppliers.
• Work closely with Customer Service Liaisons, Guests Experience Liaisons, Data Analyst and Reservations/Sales teams in various travel shops.
• Reports - pulling weekend movement reports every Friday, which assists in fulfilling a quicker and more efficient Emergency After Hours service.
• Work as a cohesive team with varied shifts after hours and weekends and also back up to Guest Experience Liaison Day team if needed.
• Ensure all modes of communication required to provide an efficient service are operational and in working order.
• Attend training throughout the year on either product or training initiatives.
• When making any last-minute changes to reservations for guests outside of the booked itinerary, we need to ensure that any additional services paid are quoted at our Recommended Selling rates only.
• Inform guests of any additional costs incurred for itinerary changes and that they are to settle direct for these additional services.
• Book space on a provisional basis, advise the relevant Reservations team and hand over to Travel Designer to handle the confirmation and invoicing process.

CANDIDATE PROFILE

Qualification:

• Matric certificate – with maths (minimum standard grade or above)
• Tertiary certificate in Travel & Tourism.

Experience:                    

• 3-5 years of experience at a senior level in Reservations
• Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.
• Computer Literate (Microsoft Office, Email, Internet).
• Proven English literacy – written and verbal.
• Working knowledge of Wilderness Window or similar booking /operating system.
• General destination knowledge on Southern and East Africa.
• Problem solver and good with guest interaction.  
• Excellent attention to detail.

Skills:           

• Excellent communication skills both written and oral, in English.
• Excellent telephone skills, professional, helpful, and friendly whilst under pressure.
• Foreign language skills advantageous.
  

Interests:                        

A passion for wildlife and a commitment to sustainability and conservation.

Apply for this position with us on WhatsApp. Simply send the word ‘Hi’ to +260761166303