German-speaking Travel Concierge

6 days ago

Cape Town, South Africa ABC Worldwide Full time

**Purpose of the Job**

To represent the company and provide a meet & greet and concierge service to travellers.

**Scope**

To represent the company in accordance with the standards and requirements.

**PRINCIPLE ACCOUNTABILITIES & RESPONSIBILITIES**

**Meet and Greet**
- To meet and greet travellers at Cape Town International Airport
- Ensure that signage for travellers is presentable and visible to arriving travellers
- Escort travellers to their vehicles and/or accompany guests to place of accommodation
- Assembling Group travellers and escorting groups to their vehicles

**Customer Service**
- Prepare personalized welcome documentation for travellers including 24-hour emergency contact details
- Meet with travellers within 24 hours of their arrival at their place of accommodation (within reason) and brief travellers on their itinerary
- Check services booked and reconfirm where necessary
- Receive and resolve any complaints from travellers
- Manage calls received on the 24-hour emergency contact
- Provide support to travellers throughout their journey
- Provide support in case of accidents and sickness

**Concierge Services**
- Gain an understanding of the travellers’ needs
- Suggest appropriate activities, restaurants and excursions
- Arrange gifts for special occasions
- Manage and resolve client complaints
- Provide support in case of accident/illness of travellers
- Manage emergency support phone 24/7

**Administration**
- Full understanding and follow-through of all divisional procedures and policies
- Submit timeous reports as requested and adhere to deadlines
- Maintain complete confidentiality with all company intellectual capital

**Teamwork**
- To build and maintain good relationships within the team
- Pro-actively get involved
- Assist in areas of expertise
- Flexibility to assist colleagues out of normal office hours, when and if required

**Learning and Development**
- Continuously develop product knowledge, attend industry events / seminars / conferences, and participate in supplier workshops, educationals and trade shows
- Keep abreast of industry trends
- Attend all internal training interventions

**Values**
- Passion - Energy and Excitement and enthusiasm in all we do
- Innovation - Our desire to make changes by introducing new methods, ideas or product for the benefit of all stakeholders
- Respect - I value myself and others (stakeholders), the environment and diversity that surrounds me daily
- Environment - Our responsibility to the natural world and the impact we have on its condition
- Integrity - Our consistency and honesty based on making decisions, regardless of the situation or consequence
- Diversity - Believe in Difference *Value Difference *Age, Gender, Race, Religion, disability or sexual orientation
- Stakeholder Driven - Our accountability and responsibility towards anyone that affects or is affected through our actions

**Qualifications and Expertise**
- Matric / Grade 12
- Previous Guiding experience would be an advantage
- Strong knowledge of the city and surrounds, as well as activities and entertainment available
- Knowledge of TDM products
- Knowledge of the company's policies and procedures
- Fluency in German and English is essential
- Ability to negotiate with suppliers for availability & special services
- Good South African and Regional geographic knowledge

**COMPETENCY REQUIREMENTS: PERSONAL & TECHNICAL**
- Must be presentable in terms of appearance
- Attention to detail is essential
- A mature approach when dealing with people
- Confidentiality, tact, and discretion when dealing with people
- Excellent planning and organisational skills
- Good verbal and written communication skills
- Integrity and Honesty
- Good interpersonal skills
- Good Problem-solving skills
- Negotiation and liaison ability
- Research skills

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