Guest Liaison Officer

2 weeks ago

Cape Town, South Africa Hospitality Jobs Africa Full time

Hospitality Jobs Africa is seeking an experienced Guest Liaison Officer for our client in Cape Town. This position forms a key part of the Company’s Retail Team as a vital first contact with our client’s guests, making an impression of the company and the services they offer, and acting as a systems and product super user with sales consultation experience.

You will be responsible for pre-qualification of leads, communicating with guests and gathering information, as well as overseeing allocations to the team, working closely with the Retail Sales Manager and Guest Service Team. Excellent communication skills, tenacity, and good East Africa product, knowledge is required, as well as a good understanding of sales and the desire to provide high levels of customer service.

**KEY ACCOUNTABILITIES AND RESPONSIBILITIES**:

- Acting as a first point of contact with the company for enquiries, you will be responsible for the sales journey of enquiries until allocated or closed
- In all communications, displaying high service standards as a representative and first impression of the company
- Answering questions and providing information for general enquiries not yet at booking stage, using website and branded collateral documents
- Using Hubspot to maintain accurate records of enquiry phase, all communications and follow ups, using sequences and templates as required
- Make all systems checks to identify enquiries shopping around and handle according to team guidelines to minimise conflict and double work within the sales team
- Handling all C and D grade leads, as well as others as required by the Retail Sales Manager and enquiries team, with the goal of converting as many as possible to A and B to assign to specialists
- Handling of SADC resident enquiries and short bed night requests, including quotation and full sales servicing of these leads, if required due to capacity in team
- Proactive approach to follow ups with enquiries at planning phase until such point that they are ready to move to quotation and consultation with East Africa Specialists
- Allocating leads to East Africa Specialists, in consultation with Retail Sales Manager, considering capacity, knowledge and specialist interest areas of the guests
- Monitoring of team capacity on daily basis to ensure efficient allocations process
- Responding to Live Chat enquiries as required

**REQUIREMENTS AND QUALIFICATIONS**:

- A least **5 years** Marketing and Public Relations work experience within **Travel and Tourism.**
- Experience in, and knowledge of **East Africa Safari sales **advantageous **(Kenya & Tanzania) **and at least **3 years’ experience in safari industry**
- Experience working in a sales team environment and/or operations background
- Diploma or Bachelor's degree in a closely related field.
- Strong sales & customer service skills (written & telephone)
- Working knowledge of **Hubspot** or similar **CRM system**
- **South Africa **or **Permanent Resident Citizenship **required
- Strong administration and organizational skills
- Meticulous attention to detail
- Excellent communication skills, a service delivery mindset and a strong customer service focus both internally with colleagues and externally with guests
- Must work well under pressure
- Excellent time management skills with the ability to multi-task and prioritize tasks
- Proactive mindset and can-do attitude
- Ability to work independently as well as within a broader team setup
- Good computer literacy including use of inhouse sales systems
- Strong administration and organizational skills with great attention to detail with desire for continuous improvement, Energetic and eager to learn

**REQUIRED WORK PRACTICES**
- Proactive approach towards your personal and departmental targets and working together with management to ensure we reach these targets
- Attending all training that is offered and proactively growing your knowledge of the company by researching our products (as well as that of 3rd party suppliers) and the countries in which we operate, therefore continuously improving and strengthening your knowledge of these destinations
- Taking a proactive and adaptable approach to learning in terms of sales skills, systems, processes and product knowledge
- Across all interactions, promote the image of the company and the sales team as a best in class externally with our clients and internally with our key stakeholders
- As a key point of contact and the face of Asil upholding and contributing to the reputation of the company as a leading safari operator.
- The company values are company values that play a significant role in how we define ourselves and set ourselves apart. We place a high value on living these values in everyday work practices. These values are genuine, inspired to do good, caring family spirit, teamwork, dedicated to service, consistent quality and going the extra mile
- When staff events happen within working hours it will be compulsory to attend

**C

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