Guest Experience Liaison - Emergency After Hours

PRIMARY PURPOSETo provide emergency after-hour assistance outside office trading hours, over weekends and public holidays. To assist with any last-minute changes and amendments to bookings and to ensure these are resolved timeously and that all the relevant parties are kept informed throughout the guest journey.

• This position can be based in either Johannesburg or Cape Town.

Detailed Responsibilities

• Handle all emergency calls 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.
• Be the point of contact for all emergency services for any voluntary or Involuntary changes within a guest journey.
• Assistance to Wilderness24 for guests who have medical conditions, illness, or injuries.
• Contact suppliers in writing to secure or cancel relevant services per requirements.
• Share all ongoing and updated feedback as and when the emergency unfolds, keeping all relevant stakeholders informed either telephonically or via email.
• Inform guests of any costs incurred for itinerary changes and that they are to settle direct for these additional services.
• Provide a telephonic service to the agent, guests, and suppliers (Wilderness & Associated Product related). Active telephonic duty is from 17h00 to 22h00 and 07h00 to 08h00, Monday to Friday. Standby telephonic duty is from 22h00 07h00 daily. Emails will not be monitored between 22h00 and 07h00.

CANDIDATE PROFILEQualification:

• 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 Tourplan, Wilderness Window or similar booking /operating system.
• General product knowledge on Southern and East Africa.
• Personal and work travel experience in Southern and East Africa.

Skills:

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

Personal Abilities:

• Works well under pressure, especially in crisis situations, whilst remaining calm and still delivering superior service.
• Team worker with the ability to interface with various departments.

Interests:

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