Concierge Specialist at Phoenix Recruitment

• Inbound Safari Travel Company based in Paarden Eiland is looking for a proactive and client-focused Concierge Specialist to join their Reservations team.
• The successful candidate will provide personalised, real-time support to independent travellers throughout their journeys, ensuring a seamless travel experience while maintaining operational efficiency and cost control.
• Hybrid working offered.

Duties:

Traveller Support & Communication:

• Act as the primary in-country contact for travellers via WhatsApp and approved company communication channels.
• Respond promptly and accurately to travel queries, itinerary questions and logistical requests.
• Maintain a warm, professional and reassuring approach.
• Personalise communication according to each traveller’s itinerary and requirements.
• Keep all conversations clearly documented and traceable.

Experience Enhancement:

• Recommend suitable restaurants, activities and local experiences aligned with traveller preferences and itinerary standards, ranging from 3-star to 5-star-plus.
• Provide proactive check-ins, practical tips and relevant local insights.
• Identify opportunities to enhance the guest experience without unnecessary costs or operational complexity.

Coordination & Problem-Solving:

• Liaise with suppliers, guides and transport providers to resolve issues during travel.
• Assist with timing changes, confirmations and minor itinerary logistics.
• Respond quickly to missed transfers, supplier delays and service concerns.
• Obtain the necessary approval before incurring additional costs and confirm payment responsibility.

​​​​​​​Escalation & Reporting:

• Escalate matters outside the role’s scope to Reservations or Management with clear, accurate information.
• Track interaction volumes, response times against service standards and the nature of client requests.
• Identify recurring issues and opportunities for operational improvement.
• Assist with post-trip feedback collection where required.

Requirements:

• Grade 12
• A formal travel & tourism qualification
• At least 2+ years in a travel support position
• Excellent written communication and interpersonal skills.
• A professional, calm and solution-focused approach to client support.
• Strong organisational skills and attention to detail.
• Ability to coordinate with suppliers, guides and transport providers.
• Good judgement when resolving issues and escalating concerns.
• Confidence using WhatsApp and maintaining accurate communication records.
• Ability to tailor recommendations to different traveller profiles and service expectations.
• Commercial awareness and respect for approval procedures and cost controls.
• A proactive approach to improving the traveller experience.

Closing Date: 30 Nov 2026