Global Concierge

Brief

andBeyond Global Concierge: A personal, bespoke global access platform for direct, indirect guests and travel partners to provide a paid for bespoke service to guests travelling with &Beyond in Africa and provide information, assist with travel support during travel with &Beyond.

The service will include a pre-, during and post travel support ensuring guests and trade partners receive a bespoke and care free travel experience. The in country support service will operate seven days a week.

Key Outputs

• Upholding the values of &Beyond ... Care of the people, Care of land and Care of the wildlife
• Calm and professional communication skills in order to service travel partners, direct and indirect guests
• Consistent and clear communication with trade partners, direct and indirect guests, sales teams, preferred supplier partners and colleagues where required
• Proactive selling of the &Beyond Africa products and services ensuring the best suitable safari
• Meets people and responds to a variety of situations with poise, patience, and discretion
• Must have patience, tact, a cheerful disposition and enthusiasm, as well as a willingness to serve
• Have a strong knowledge of &Beyond and the regions and territories it operates
• An independent, curious and can do it nature

Additional Duties

• Attend and participate in continuing educational programs and training webinars
• Support and Assist other departments and offices during leave cycles

Qualification Required

• High School Qualification, 3 year University/College Qualification advantageous
• 4 years Tour Operator Experience as a Travel Consultant with preference to individuals who have worked in a bed management environment or a concierge service

Knowledge Required

• An in-depth knowledge of Operating Systems Advantageous (Tourplan, Maximizer, WETU, &Beyond Guest Information System - training provided)
• Good destinations knowledge of South Africa, Southern and East Africa preferable
• A willingness and aptitude to learn

Skills Required

• Experience with multi-currency with an understanding of the principles of foreign currency
• Working in an orderly manner
• Must possess multi-tasking skills with constant interruptions
• Must readily resolve challenges to the satisfaction of guests and travel partners. If not able to resolve, take ownership to ensure it gets to the appropriate person/department for assistance
• Customer Service and Relationship focused
• Working under pressure

Personal Attributes

• An understanding of the constant changing working environment
• Diligent self-starter, with a high level of attention to detail
• Results focused, but willing to work with diverse personalities in a challenging environment
• Generate and maintain a positive momentum and high levels of productivity
• Maintain social, ethical, organisational and professional norm
• Keen willingness for ongoing personal development
• Excellent communicator
• Team player who works productively with wide range of people, including operating from a remote location