Guest Experience Afterhours Liaison

2 weeks ago

Johannesburg, South Africa Wilderness Full time

**PRIMARY PURPOSE**:
To provide emergency after-hour assistance outside office trading hours, over weekends and public holidays. Assist with any last-minute changes and amendments to bookings and to ensure these are resolved timeously and that all the relevant parties are kept informed throughout the guest journey.

This position is based in Johannesburg or Cape Town and fully remote.

**Detailed 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. Such as missed/delayed flights, lost or stored luggage, any service that cannot be provided due to forced Majeure circumstances, amendments/cancellations to accommodation, activities, and/or transfers.
- Maintain effective communication with all journey stakeholders to ensure a smooth & friendly service delivery whilst ensuring all requirements are communicated effectively and efficiently.
- 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.
- Work closely with Customer Service Liaisons, Guests Experience Liaisons, Data Analyst and Reservations/Sales teams in various travel shops.
- Work closely with the Customer Service Liaisons, Guests Experience Liaisons, Data Analyst and Reservations and Sales teams in various travel shops within the business.
- Work as a cohesive team with varied shifts after hours and weekends and also back up to Guest Experience Liaison Day team if needed.
- Handle customer complaints efficiently and expediently and work closely with all teams during travel,
- When making any last-minute changes to reservations for guests outside of the booked itinerary, we need to ensure that any additional services paid are quoted at our Recommended Selling rates only.
- 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.
- Ensure all modes of communication required to provide an efficient service are operational and in working order.

**CANDIDATE PROFILE**:
**Qualification**:

- Matric certificate - with maths (minimum standard grade or above)
- Tertiary certificate in Travel & Tourism

**Experience**:

- Working knowledge of Tourplan, Wilderness Window or similar booking /operating system.
- General product knowledge on Southern and East Africa.
- Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.

**Skills**:

- Excellent communication skills both written and oral, in English.

**Interests**:
A passion for wildlife and a commitment to sustainability and conservation.

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