Guest Relations and Support Specialist at Singita

About the job
Key Responsibilities

• The Guest Relations and Support Specialist consultant plays a vital role in ensuring a seamless travel experience for Singita guests booked via our travel partners. This position involves taking ownership of guest bookings when they are travelling and to be the primary Singita point of contact on the ground for select travel partners and guests during this time. This role focuses on guest and agent satisfaction, to meet Singita’s commitment to excellence. This role will have a dual focus on thorough pre-travel preparation and hands-on guest focused operational support during their travels.
• Reports directly into the Revenue Manager
• This is a full-time office-based position

Pre guest travel:

• Review itinerary details 60 days – 120 days (Festive) prior to arrival and hold Advisors/Consultants accountable for any missing or incorrect information, ensuring any adjustments are made within the required time frame.
• Ensuring all logistics connected to an itinerary are reconfirmed prior to travel
• Set up WhatsApp groups for guests and opted-in participants 48 hours prior to their arrival in country to facilitate communication.

During guests travel:

• Supports the Tailored and Reservations team in taking ownership of a guests travel arrangements when guests are travelling
• Oversee communications in the WhatsApp group (or the guest's preferred communication method)
• Manage last-minute requests or changes
• Anticipate guest needs, address concerns proactively, and coordinate with third-party service providers as required
• Collaborate daily with third-party suppliers and Singita property GM’s, Lodge Managers, Sales Managers and Revenue divisions ensuring a seamless feedback loop between guests, third parties, and the agent.
• Work with the Operations Director (Singita) and Product Manager (third party) to address and resolve guest complaints, ensuring timely follow-up and conclusion.

Post guest travel:

• Resolve any refunds, credits, or outstanding payments that arise during a guest’s travels promptly and efficiently.
• Gather and share feedback with the appropriate parties involved

Deliverables:

• Improve guest and agent satisfaction through proactive and intuitive on-the-ground support.
• Ease operational pressure on booking teams, particularly during peak travel periods.

Skills & Experience

• Ideally a minimum of 3 years in a consultant or Advisor position in the luxury travel industry
• Solutions driven and likes a challenge
• Excellent problem-solving and organizational abilities
• Eye for detail
• Thorough understanding of the travel industry and logistics
• Excellent communication skills, both written and verbal
• Flexible approach to working hours
• Ability to manage complex situations
• Self-managed and pro-active
• Customer-focused mindset with a passion for delivering outstanding guest experiences
• Be a South African citizen or the holder of a valid South African work permit.

Other Attributes

• Personal values align with Singita’s core values
• Committed to conservation and sustainability personally.
• A strong willingness to get involved in whatever is needed in the moment.
• Intuitive care of everyone you work with or come into contact with.
• Well-presented, articulate and enjoy engaging with people (personable).
• Mature, resilient, flexible/adaptable and progressive.
• High energy with a “never-give-up” attitude.
• Adaptable and resilient to change.