After Hours Support

3 weeks ago

Cape Town, Western Cape, South Africa Okhela Consulting Full time



JOB TITLE :
AFTER HOURS SUPPORT



REPORTS TO:
RESERVATIONS MANAGER DEPARTMENT

RESERVATIONS LOCATION SOUTH AFRICA
Our Reservations support team is growing.

We continue to pride ourselves on the fact that the Great Plains Conservations team works together and supports each other with unwavering commitment to ensure a seamless experience for our internal and external clients.

You will work closely with our Reservations team to ensure that we can continue to provide seamless guest service after hours.

This position will also be responsible for managing any after hour emergencies and to guide our guests or clients with the appropriate level of assistance and care in each case.

As an After Hours Support, you'll be a key member of the team responsible for the following key areas.

RESPONSIBILITIES

  • Be the first point of contact for all phone calls after hours and on weekends, always ensuring that our Guest experience isn't compromised. (This will include weekend duty and public holiday support).
  • Monitor and respond to messages and calls incoming to the emergency line ensuring our customer service always remains at the best level.
  • Respond to all types of customer emergencies, whether travel or medicalrelated and resolve them by taking ownership of enquiries and ensuring that you bring the correct partners on board to assist. See the assistance required to the end whereby all required services have been delivered and the guests or clients have been looked after.
  • Keep a record of customer emergencies to ensure accurate reporting.
  • Manage customer complaints, escalating more complex complaints to the Reservations Manager.
  • Manage folders and deal with all enquiries/bookings accordingly.
  • Deal with incoming queries for all afterhours matters
  • Manage the customer experience by setting clear expectations and communicating clearly
  • Promote and maintain excellent customer relationships, adopting a customer focused approach
  • Checking of all bookings prior to a weekend to ensure that all meet & is in place to avoid any errors on a weekend.
  • Coordination with the reservations managers and safari designers
  • Ensuring that all phones are operational at all times and the system is working
  • Liaising with Regional Operations if there are any issues to ensure that all is in order

INTERACTION LEVELS

  • Other Safari Designers, Trade, Tour Operators, Booking channels, Res Manager, Camps, Country MD's,
  • Operational managers. Any other servicerelated initiatives are required to ensure that we offer the highest touch service to our clients.

PERSONAL ABILITIES

  • Excellent interpersonal skills.
  • Leadership ability and ability to stay calm in difficult situations
  • Identify trends and respond accordingly with recommendations
  • Team worker with the ability to interface (and motivate) with various departments and people.
  • Excellent communication skills, both written and oral (public and personal).
  • Selfstarter highly motivated, accountable, persistent, astute, organised, methodical, accurate and analytical.
  • Deadline and result orientated.

MINIMUM REQUIREMENTS

  • At least eight to ten years of experience in a Reservations environment
  • Proven experience working in Tourplan
  • Demonstrated experience in implementing new processes and systems in the Reservations space
  • A clear understanding of the Tourism industry

Job Type:
Permanent

Salary:
R25, R35,000.00 per month

Ability to commute/relocate:

  • Cape Town,

Western Cape:
Reliably commute or planning to relocate before starting work (required)

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