Guest Experience Liaison

3 days ago

Sandton, South Africa Wilderness Full time

**PRIMARY PURPOSE**
- This position can be based in either Johannesburg, Cape Town or Nairobi

**Detailed 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 touch-points 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.

**CANDIDATE PROFILE**

**Qualification**:

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

**Experience**:

- Min 5 years’ 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.
- 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.

**Skills**:

- 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.
- Good administrator and professional in all dealings.
- Dedicated to customer satisfaction and want to “go the extra mile”.
- Self-starter with high energy levels.

**Interests:

- **

A passion for wildlife and a commitment to sustainability and conservation.

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