Guest Experience Liaison

7 days ago

Cape Town, Western Cape, South Africa Wilderness Full time

PRIMARY PURPOSE

The ideal candidate will need to be well versed in Guest Relations with excellent communication skills as well as a high aptitude for customer interaction and to understand and pre-empt the overall needs and wants for a guest's stay. Ability to work well under pressure in a fast-paced environment and be a great team player who thrives in making a guest journey from ordinary to extraordinary. 

This position is based in Johannesburg/Cape Town

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.
  • Tertiary certificate in Travel & Tourism/hospitality.

Experience:

  • Min 5 years' experience at a Senior level in Reservations managing guest relations/camp operations.
  • Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.  
  • Previous camp experience beneficial.
  • Computer Literate (Microsoft Office, email, Internet).
  • Proven English literacy.   
  • Working knowledge of TourPlan  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.

Skills:

  • Excellent communication skills both written and oral, in English.   
  • Foreign language skills advantageous   
  • Ability to multitask and ensure good time-management.  
  • Excellent attention to detail.
  • Extremely proactive with an outgoing, charismatic, and approachable character. 

Interests:

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

Apply for this position with us on WhatsApp. Simply send the word 'Hi' to

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