Guest Experience Liaison

19 hours ago

Johannesburg, South Africa HotelJobs.co.za Full time

This position can be based in either Johannesburg, Cape Town

**Responsibilities**:

- Create seamless service delivery through regular correspondence with guests during their stay delighting them with high attention while focusing on the intricacies of the guest's journey.
- Maintain effective communication with all journey stakeholders to ensure a smooth & friendly service delivery whilst ensuring all requirements are communicated effectively and efficiently.
- Deal promptly, efficiently, and pleasantly with any queries and resolve guest queries.
- Operating according to and in compliance with Wilderness standards of operations, company policies and procedures and code of conduct.
- Offer highly personalised guest touchpoints which generate significant real and perceived value through strong relationships with trade partners.
- Have extensive knowledge of all regions we package, attending all training sessions and site inspections where necessary.
- Analyse guest feedback and provide solutions to ensure continuous improvement towards guest satisfaction and thus positively impacting future travel.

**Requirements**:

- Matric certificate
- Tertiary certificate in Travel & Tourism / Hospitality.
- Min 5 years’ experience at a senior level in reservations management / guest relations / camp operations
- Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.
- Previous camp experience beneficial
- Proven English literacy.
- Working knowledge of TourPlan and WISH or similar booking/operating system.
- General destination knowledge on Southern & East Africa.
- Personal and work travel experience in 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
- Ability to multitask and ensure good time-management
- Extremely proactive with an outgoing, charismatic, and approachable character.
- Personal Abilities:

- Creative, organized, and excellent 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.
- A consistent approach to quality of output, service, and result orientated.

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