Guest Experience and Emergency Afterhours Liaison at Wilderness

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.
• Computer Literate (Microsoft Office, Email, Internet).
• 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.