Travel Analyst

2 weeks ago

Sandton, South Africa Wilderness Full time

**PRIMARY PURPOSE**

Working together with support channels/stakeholders to resolve guests issues quickly and effectively. Travel Analysts gather, interpret and use information/responses to develop actionable corrective steps to optimise a guests experience during travel or to improve processes post travel.
- This position can be based in either Johannesburg or Cape Town.

**Detailed Responsibilities**
- Investigation and resolutions - liaise with all relevant business stakeholders and assist as best possible with resolutions to any complaints raised during or post travel, resolving as much as possible during travel.
- Real-time research and resolution for issues like lost luggage, delayed flights, negative supplier delivery - internal engagement.
- Capture info/data received by guests onto the Wilderness Window for reporting & trend analysis.
- Act as additional support services, with a strong focus on internal stakeholder relationships by becoming the main contact for info to the res teams on High Risk travelers
- Assist teams in elevating the guest experience and avoid any issues by maintaining regular communications with internal stakeholders - Reservations, Sales, Associated Product, Guest Experience, Wilderness 24, Wilderness Product and Regional Operations.

**CANDIDATE PROFILE**

**Qualification**:

- Matric certificate - with maths (minimum standard grade or above).
- Tertiary certificate in Travel & Tourism/hospitality.

**Experience**:

- 4-5 years’ experience at a Senior level.
- Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.
- Proven English literacy.
- Working knowledge of TourPlan and WISH or similar booking/operating system.
- Excellent product and geographic knowledge on Southern & East Africa.
- Personal and work travel experience in Southern and East Africa.
- Problem solver and good with guest face to face interaction onsite.
- Excellent attention to detail

**Skills**:

- Excellent communication skills in English, both written and oral.
- Foreigh language skills advantageous.
- Solution driven with analytical and logical approach to problem solving and decision-making.
- Fair and objective in viewpoint.
- Ability to work under pressure, prioritise tasks and multi-task.

**Personal Abilities**:

- Creative, organised and good 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.
- Consistent approach to quality of output, service and result orientated.
- Good administrator and professional in all dealings.

**Interests**:
A passion for wildlife and a commitment to sustainability and conservation.

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