The core purpose of this position is to help, support and assist with the daily operational duties of the Guest Experience team, ensuring a once in a lifetime safari is achieved through a high-touch guest experience service delivery during travel. Working efficiently and accurately to manage the flow of information between various parties to ensure a personalised bespoke DMC service to provided.
The candidate is specifically accountable for the performance and leadership of the Guest Experience Liaisons. Ensuring their high service standards with a goal to achieve guest satisfaction and improve our service delivery pre and during travel.
This candidate would need to have strong communication skills, be able to work well under extreme pressure, is very detail orientated and is a service driven team player with exemplary problem resolution skills.
Responsibilities
- Assist the Guest Experience Manager (GEM) to continue to grow, define and shape the guests experience across all products, destinations, platforms and systems to ensure the highest service levels are implemented
- Enhance and grow the current VIP personal GEL offering by sharing in-depth knowledge and additional experiences that add value to our guests, agents and suppliers
- Feedback to reservations where services do not meet our minimum standards and ensure the reservations teams are kept informed of supplier trends and all elevated expectations are implemented at reservations level.
- Pulling monthly arrival booking reports weekly, to share with the team and making sure all Guest Experience Liaisons monthly calendars are loaded and updated with new bookings.
- Working closely and assisting the Emergency Afterhours and Wilderness 24 teams with help, support and guidance to guests, suppliers and all internal teams during travel.
- Offer first line assistance to the team, develop and mentor staffs talent to their full potential through performance development programs and be aware of capacity and general level of activity within the team as a whole.
- Optimise and consolidate collaboration with various stakeholders within the business, linking with the entire booking channel from reservations to camp operations, from across all regions and departments to ensure the ultimate guest experience is tailor-made and functions like a well-oiled machine
Qualification
- Matric with Maths
- Tertiary qualification in Travel & Tourism/Hospitality.
- 8-10 years in the travel & Tourism industry in either a Sales or Direct client engagement position.
- Computer Literate (Microsoft Office, email, Internet)
- Proven English literacy.
- Excellent product knowledge on Southern and East Africa.
- Personal or educational travel experience advantageous within Africa in the luxury travel circuits.
- Excellent attention to detail
- Has a strong service-driven mentality and be capable of problem solving, pro-active, level-headed and high empathy skills being essential.
- Excellent communication skills both written and oral.
- Be able to actively listen and communicate clearly.
- Be guest focused and deliver efficient solutions and credible service to all internal and external stakeholders.
- Models commitment to the team, motivates and grows team spirit and remains result oriented.
- Precise, organised and good communication skills.
- Ability to work well under pressure without compromising accuracy.
- Ability to pace oneself and prioritise demands.
- Team player and ability to interface with various departments.
- Consistent approach to quality of output and high levels of integrity.
- Dedicated to guest satisfaction and is achievement orientated.
- Self-starter with high energy levels.
- Treating people with respect.
- Has a positive attitude and impact on everyone around them.
