Latest Roles at Wilderness

Key Responsibilities:

Guides:

• Oversee guide scheduling to ensure adequate coverage for tours and handle any scheduling conflicts or issues that may arise.
• Coordinate with the reservations and touring departments to provide detailed confirmations, eliminating the need for unnecessary back and forth.
• Foster open communication with guides, creating a supportive and collaborative working environment.
• Oversee the recruitment, selection, and guide criteria for all guide appointments. Ensure quality standards between guides and guests are continuously maintained and upheld.

Guests:

• Develop a deep understanding of guest profiles and preferences to match the right guide with each group.
• Consider guest demographics, ie, nationalities, cultures, languages, interests, and special requests when assigning guides to create personalized experiences and the ability to engage with guests of all ages and demographic profiles.
• Prioritisation of guest well-being through intimate and attentive service.

3rd Party Suppliers:

• Establish and maintain strong relationships with third-party suppliers, such as wine farms, art galleries, and restaurants.
• Source and select the right product to fit the Touring brand, bearing in mind the strategic directive is from the Head of Associated Product.
• Regularly evaluate and update the list of suppliers to ensure quality and diversity in offerings.
• Manage all logistics and operations related to group tours, including coordinating transportation, accommodation, meals, and activities.
• Handle any emergencies or unexpected incidents during tours, following established protocols.

Business Acumen:

• Assist with the development and implementation of a strategic plan.
• Create a road-map for positioning Wilderness Cape Town Touring as the preferred provider of authentic, personalised, and luxury Cape Town experiences.
• Develop engaging and unique tour itineraries that cater to different demographics and interests.
• Ensure compliance with all legal, regulatory, and safety requirements.
• Develop and manage tour budgets, ensuring profitability and cost-effective operations.
• Negotiate and maintain favorable rates with vendors to optimise operational costs.
• Provide periodic financial reports and analysis to stakeholders.
• Collaborate with sales and marketing teams to generate new leads and foster repeat business by working with internal stakeholders.

Reservations:

• Work closely with travel agents, tour operators, airlines, and other partners to develop strategic alliances and partnerships.
• Provide accurate and up-to-date information to internal stakeholders to ensure seamless collaboration.
• Develop and maintain relationships with airlines to try and actively increase the number of direct flights to Cape Town.
• Manage and improve on the Road Touring System (RT) to streamline the reservation process for all tours.
• Collaborate with local partners, such as specialised tour guides, artists, and craftsmen, to create authentic and engaging experiences for our guests.
• Develop a strategy to align Cape Town Urban safari with the principles and values of Wilderness, ensuring that the experience is authentic and true to the Wilderness way and an extension to the African safari.
• Develop partnerships and collaborations with local stakeholders to integrate Cape Town Touring into the Wilderness experience while still highlighting its distinctiveness.

Marketing & Technology:

• Collaborate with marketing team to promote Cape Town as a desirable tourist destination to suppliers and potential visitors.
• Monitor and analyze market trends to identify opportunities for attracting new channels of business and expanding on our existing offering.
• Research and identify new technologies, platforms, and apps that can enhance the booking experience and increase direct bookings.
• Work closely with the IT team to ensure the seamless integration of technology-based solutions.
• Develop and curate unique and immersive tour experiences that go beyond the traditional tourist attractions.
• Regularly evaluate and improve the quality and variety of tour offerings based on customer feedback and market trends.
• Continuously research and introduce new luxury offerings to stay ahead of the competition.

Responsible Tourism:

• Incorporate responsible and sustainable tourism practices into tour offerings, such as supporting local communities and minimizing environmental footprints.
• Stay up-to-date with health and safety regulations and guidelines, and ensure compliance throughout the tours.
• Educate our guests about sustainability practices and encourage them to make sustainable choices during their stay.

CANDIDATE PROFILE

Qualifications:

• Minimum of a Bachelor’s degree / diploma in Hospitality / Tourism / Business or a related field.
• At least 10 years of experience in tourism, with a focus on luxury experiences and group tour management.
• Proven track record of achieving and exceeding targets, particularly in the tourism or hospitality industry.
• Strong knowledge of Cape Town tourism offerings and attractions.
• Proficiency in technology, including the ability to manage and optimize the use of a tour app.
• Proficiency in travel planning software and Microsoft Office suite.
• Previous experience in guiding, preferably in a managerial role.
• Proven experience in managing tours or similar travel operations.
• In-depth knowledge of travel industry trends, destinations, and tour planning processes.
• Excellent organizational, project management, and multitasking skills.

Skills & Experience: 

• Strong financial acumen, negotiation and budget management abilities.
• Familiarity with health and safety regulations in the travel industry.
• Deep understanding of the tourism industry, market trends, and customer preferences.
• Excellent communication and interpersonal skills to build relationships with strategic partners.
• Strong project management skills to handle multiple tours and itineraries simultaneously.
• Familiarity with digital technologies and booking systems.
• Knowledge of health and safety regulations related to tourism.
• Demonstrated ability to train, mentor, and manage a team of guides and operations teams.
• Proven ability to build and maintain relationships with third-party suppliers.

Personal Abilities:    

• Passion for sustainable and responsible tourism practices.
• Willingness to travel.                                          

Interests:                         

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

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Primary Purpose:

The Junior Internal Legal Counsel provides legal support and guidance to the organization on a wide range of legal issues. This position assists Group Head of Legal in various aspects of legal work, including research, document review, contract drafting, and compliance matters.

Key Responsibilities

• Conduct legal research to support senior legal staff in their decision-making processes, staying up-to-date with relevant laws and regulations.
• Review legal documents, contracts, and agreements to ensure compliance with applicable laws and regulations.
• Assist in drafting and reviewing contracts, including employment agreements, vendor contracts, and customer agreements.
• Monitor and ensure compliance with various legal requirements, such as data protection and privacy laws, labour laws, and industry-specific regulations.
• Provide support to internal teams by offering legal guidance, answering legal queries, and resolving legal issues as they arise.
• Assist in due diligence processes for mergers and acquisitions, partnerships, or other transactions.
• Maintain and organize legal documents, contracts, and records.
• Managing litigation matters, including working with external counsel, collecting evidence, and drafting legal documents.
• Conduct legal training sessions or create informational materials to educate internal teams on legal matters.
• Identify potential legal risks and work on mitigating them in collaboration with the risk team.

POSITION REQUIREMENTS

QUALIFICATIONS & EXPERIENCE

• LLB degree from an accredited law school.
• Admission.
• Previous experience as an admitted attorney, internal counsel or similar role (preferred).
• Knowledge of relevant laws and regulations.
• Knowledge of corporate governance and compliance (preferred)
• Familiarity with specific industry regulations (preferred)
• Proven experience in strong legal research
• Ability to review and draft legal documents accurately.

COMPETENCIES

• Emotional intelligence with strong interpersonal skills
• Ability to collaborate effectively with cross-functional teams and build strong relationships at all levels of the organisation
• Solid analytical, problem-solving and decision-making abilities
• High level of attention to detail and accuracy in work.
• Strong organizational and time-management skills.
• Excellent verbal and written communication skills.
• The ability to act as a bridge builder in a time of conflict, acting in the manner of humility, maturity, and situational sensitivity
• Personal leadership skills, self-awareness and taking responsibility for personal development
• Diversity management, ability to embrace divergent points of view and sociocultural differences.
• Resilience
• Assertiveness
• Integrity

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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 can be based in either Johannesburg, Cape Town or Nairobi.

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 (minimum standard grade or above).  
• Tertiary certificate in Travel & Tourism/hospitality.

Experience:                  

• Min 5 years’ 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.   
• Working knowledge of TourPlan and WISH 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.
• Excellent attention to detail.

Skills:               

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

Personal Abilities:

• Creative, organized, and excellent communication skills.
• Ability to work under pressure without compromising accuracy.
• Ability to pace oneself and prioritise demands.
• Team worker and ability to interface with various departments.
• Good, follow-up skills.
• A consistent approach to quality of output, service, and result orientated.