Posted on: 25 April 2024
ID 912977

Guest Experience Liaison

Primary Purpose

The ideal candidate will need to be well versed in Guest Relations with excellent communication skills as well as a high aptitude for customer interaction and to understand and pre-empt the overall needs and wants for a guests stay. Ability to work well under pressure in a fast-paced environment and be a great team player who thrives in making a guest journey from ordinary to extraordinary.
  • This position can be based in either Johannesburg, Cape Town or Nairobi.
Detailed Responsibilities
  • Create seamless service delivery through regular correspondence with guests during their stay.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.
  • Deal promptly, efficiently, and pleasantly with any queries and resolve guest queries.
  • Operating according to and in compliance with Wilderness standards of operations, company policies and procedures and code of conduct.
  • Offer highly personalised guest touch-points which generate significant real and perceived value through strong relationships with trade partners.
  • Have extensive knowledge of all regions we package, attending all training sessions and site inspections where necessary.
  • Analyse guest feedback and provide solutions to ensure continuous improvement towards guest satisfaction and thus positively impacting future travel.
CANDIDATE PROFILE

Qualification
  • Matric certificate with maths(minimum standard grade or above).
  • Tertiary certificate in Travel & Tourism/hospitality.
Experience
  • Min 5 years experience at aSeniorlevel 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.
  • Working knowledge ofTourPlanand WISH or similar booking/operating system.
  • General destination knowledge on Southern & East Africa.
  • Personal and work travel experience in Southern and East Africa.
  • Problem solver and good with guest interaction.
  • Excellent attention to detail.
Skills

Skills:
  • Excellent communication skills both written and oral, in English.
  • Foreign language skills advantageous
  • Ability to multitask and ensure good time-management
  • Extremely proactive with an outgoing, charismatic, and approachable character.
Personal Abilities
  • Creative, organized, and excellent communication skills.
  • Ability to work under pressure without compromising accuracy.
  • Ability to pace oneself and prioritise demands.
  • Team worker and ability to interface with various departments.
  • Good, follow-up skills.
  • A consistent approach to quality of output, service, and result orientated.
Interests

A passion for wildlife and a commitment to sustainability and conservation.
Occupation:
Administrative jobs


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