Guest Experience and Emergency 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. To 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

**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.
- Create seamless service delivery through regular correspondence with guests and agents during travel. 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.
- 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.
- Reports - pulling weekend movement reports every Friday, which assists in fulfilling a quicker and more efficient Emergency After Hours service.
- Work as a cohesive team with varied shifts after hours and weekends and also back up to Guest Experience Liaison Day team if needed.
- Ensure all modes of communication required to provide an efficient service are operational and in working order.
- Attend training throughout the year on either product or training initiatives.
- 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.

**CANDIDATE PROFILE**

**Qualification**:

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

**Experience**:

- 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 Wilderness Window or similar booking /operating system.
- General destination knowledge on Southern and East Africa.
- Problem solver and good with guest interaction.
- Excellent attention to detail.

**Skills**:

- Excellent communication skills both written and oral, in English.
- Excellent telephone skills, professional, helpful, and friendly whilst under pressure.
- Foreign language skills advantageous.

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

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