Emergency After Hours Guest Experience Liaison

6 months ago

Sandton, South Africa Wilderness Full time

To 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 timorously and that all the relevant parties are kept informed throughout the guest journey.

**Responsibilities**
- Handle all emergency calls and messages 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.
- Make last-minute provisional bookings in the Wilderness Window for Wilderness and/or 3rd party suppliers.
- Assistance to Wilderness24 for guests who have medical conditions, illness, or injuries.
- Build and maintain close relationships with various stakeholders throughout the business. i.e. Regional Guest Operations teams, camp staff, reservations teams as well as AP suppliers.
- Keeping a call log off all emergency services handled with a breakdown of events and how they were resolved.
- Inform guests of any additional costs incurred for itinerary changes and that they are to settle direct for these additional services.
- Book space on a provisional basis, advise the relevant Reservations team and hand over to Travel Designer to handle the confirmation and invoicing process.
- Work closely with the Wilderness24 incident management team should guests be negatively impacted by an event/incident.
- Handle guest complaints efficiently and expediently.

**Qualification**:

- 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.
- Proven English literacy - written and verbal.
- Working knowledge of Wilderness Window or similar booking /operating system.
- General destination knowledge on Southern and East Africa
- Problem solver and good with guest interaction
- Excellent attention to detail

**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**:
- Creative, organised and excellent communication skills.- Ability to work under pressure without compromising accuracy.- Consistent approach to quality of output, service and result orientated.- Good administrator and professional in all dealings.

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