Travel Lifestyle Manager | Digital Concierge

2 months ago

Cape Town, South Africa ABC Worldwide Full time

Description

Our Cape Town office has seen sustained and substantial growth over the past two years. In lifestyle management no two days are ever the same. You will use your knowledge, contact and know-how to deal with interesting and often complex requests. As a language specialist, you will be based in Cape Town, South Africa and primarily be dealing in the following areas: Travel, Retails, and Entertainment including restaurants and ticket knowledge in the German market. You will use your expertise to help our members get the most from their lives, whilst growing knowledge within your team and across the company as a whole. You will use your research and communication skills to provide personalized solution to our members request within specified time frames.

Key Responsibilities

  • Manage requests in line with agreed deadlines, proposing an excellent choice of restaurant options, and fully engaging with the member to maximise the conversion of requests to bookings.
  • Promote the wider Ten business to our members and suggest/take briefs for other teams in the business (e.g. tickets, travel, motor, home improvement etc.).
  • Manage your home page ensuring that jobs and tasks are completed on time and others can quickly identify priority jobs in your absence.
  • Assist Team Leaders and Member Satisfaction team when resolving customer care issues related to jobs you have carried out for members, using your own personal contacts with key restaurant staff where possible.
  • To demonstrate you can confidently negotiate a benefit with suppliers (ie: restaurants, transfers) and be able to obtain a booking when the member cannot themselves.
  • To gather member feedback from members previous requests and send this feedback through appropriate channels to ensure we are keeping the member satisfied and encouraging them to use the service repeatedly
  • To maintain high standards of service and communication with the member throughout the request/member journey
  • To keep administration and research relating to the members or the members requests up to date in real time on the in house knowledge managers system in a timely manner with 100% accuracy to ensure the members requirements are clearly translated into the right actions to minimise any potential confusion that can be caused by mistakes
  • To ensure that any requests that could result in commission for ten are capitalised on and accurate invoicing is produced.
  • To confidently give member the belief that if you are unable to secure their first option that the LM as the specialist is then offering the next best option

Requirements

  • Fluency in English and German is required. Excellent written & oral communication is a MUST. Fluency in other languages, particularly French/Italian is highly regarded, is a plus, but not mandatory. Please be prepared to take language test in any language you mention as a skill.
  • Having local knowledge of news & events, culture in the German speaking countries (Germany/Austria/Switzerland) and other key markets across Asia is highly preferred; A plus of is a plus is having knowledge and experience in working in the travel sector – such as first-hand experience booking flights, hotels and have confident to make other travel reservations
  • 3+ experience in leisure orientated sector of business, hospitality, customer service, concierge or call centre
  • Exceptional verbal and interpersonal skills when dealing with members, suppliers and clients, working in a calm and professional manner at all time
  • Dedication to customer satisfaction and a willingness to do what it takes to get the job done, acting with tact and diplomacy and demonstrating excellent problem solving skills
  • Outstanding communication skills, both written and verbal
  • The ability to multitask and handle several projects at the same time.
  • The ability to provide intelligent and resourceful replies to members and clients requests while maintaining a commercial focus.
  • Strong administration skills and be able to prioritized workloads to meet strict deadlines
  • An enthusiasm to work with an emphasis for detail and follow through as required. The highest customer service standards are expected and must be maintained at all times
  • Computer literate to a high level and proficient with all Microsoft Office programmes (Excel, Word, PowerPoint)
  • Proven capability to own and lead projects
  • Possess good communication and interpersonal skills
  • Having knowledge and experience in working in the travel sector such as first-hand experience booking flights, hotels and making other travel reservations and have confidence in issuing tickets, making changes and amendments is a plus
  • Experience with GSDC systems would be advantageous
  • Concierge, customer service or call centre experience will be preferred
  • Computer literate to a high level and proficient with all Microsoft Office programmes (Excel, Word, PowerPoint)
  • Posses at least one area of interest outside work (e.g. dining, travel)
  • You must be flexible to work rotational shifts. 
  • Energetic and motivated team players who enjoy the challenge of meeting and beating targets
  • An understanding of the luxury lifestyle and affluent customers.
  • Only German speaking candidates who are CURRENTLY in South Africa will be considered

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