Holiday Planner Customer Care Consultant

1 week ago


Durban, KwaZulu-Natal, South Africa HotelJobs Full time

First Group SA is a leading hospitality and leisure company dedicated to providing exceptional experiences and unforgettable memories for our guests.

With a portfolio of premium resorts and hotels across South Africa, we pride ourselves on delivering world-class service and hospitality.


Position Overview:


We are looking for a dedicated and customer-oriented individual to join our team as a Holiday Planner /Customer Care Consultant.

As the first point of contact for our guests, you will play a crucial role in ensuring their satisfaction and enhancing their overall experience with First Group SA.


Key Responsibilities:

  • Provide personalized assistance and recommendations to guests, ensuring their needs are met and their expectations exceeded.
  • Handle guest complaints and escalations with empathy and professionalism, working towards swift resolutions and maintaining guest satisfaction.
  • Collaborate with various departments, including reservations, housekeeping, and maintenance, to fulfill guest requests and ensure smooth operations.
  • Maintain accurate records of guest interactions and feedback, utilizing our CRM system to track and follow up on inquiries and issues.
  • Identify opportunities for service improvement and contribute to the development of best practices to enhance the guest experience.

Qualifications:

  • Previous experience in customer service, hospitality, or a related field is preferred.
  • Excellent communication skills, both verbal and written, with a friendly and professional demeanor.
  • Strong interpersonal skills and the ability to build rapport with guests from diverse backgrounds.
  • Problemsolving abilities and a proactive approach to addressing guest needs and concerns.
  • Ability to multitask and prioritize in a fastpaced environment, while maintaining attention to detail.
  • Proficiency in using computer systems and software, including MS Office and CRM platforms. IRIS knowledge will be an advantage.
  • A passion for hospitality and a commitment to delivering exceptional service to guests.

Why Join Us:

  • Opportunity to work in a dynamic and exciting industry with a leading hospitality brand in South Africa.
  • Competitive salary and benefits package, including opportunities for career growth and development.
  • Access to training and development programs to enhance your skills and expand your knowledge.
  • A supportive and collaborative team environment, where your contributions are valued and recognized.
  • Discounts on accommodations and other perks for employees, allowing you to experience our resorts and hotels firsthand.

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