Guest Experience Liaison
5 months ago
World renowned Inbound DMC requires the services of a Guest Experience Liaison to provide emergency after-hour assistance outside office trading hours, over weekends and public holidays and 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 on the internal company system and/or 3rd party suppliers.
- Assistance to guests who have medical conditions, illness, or injuries.
- Build and maintain close relationships with various stakeholders throughout the business.
- 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 company incident management team should guests be negatively impacted by an event/incident.
- Handle guest complaints efficiently and expediently.
**Requirements**:
- Matric certificate - with maths (minimum standard grade or above)
- Tertiary certificate in Travel & Tourism
- 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 internal company booking system or similar booking /operating system.
- General destination knowledge on Southern and East Africa
- Problem solver and good with guest interaction
- Excellent attention to detail
- Excellent communication skills both written and oral in English.
- Foreign language skills advantageous
- Excellent telephone skills, professional, helpful, and friendly whilst under pressure.
- 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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