Trending Jobs at Wilderness

Detailed Responsibilities

• Liaise with the Reservations Manager on sales potential and any development on the agent relationship for all bookings.
• Keep Agents’ booking information updated in the ARM (likes/dislikes – booking habits etc.) Actual Agent Contact information will be updated by Sales/Reservations Operations Managers.
• Continuous communication and excellent service delivery to agents at all times.
• Build relationships with agents based on trust and support, knowing their business trends and guests needs, ad hoc attending relevant familarisation trips with agents (if and when required).
• Streamline operational negotiations by also reducing dead beds, waitlist chasing and maximising camp operations role to create those life-changing journeys for guests.
• Attend all WS and AP training on a weekly basis, this knowledge facilitates exceeding expectations and accuracy in the booking process.
• Keep apprised of company policies, procedures and system updates.

CANDIDATE PROFILE

Qualification:

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

Experience:                    

• 4-5 years’ experience at a senior level.
• 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. 
• Great product knowledge on Southern & East Africa (Tanzania & Kenya)
• Personal or educational travel experience required.
• Excellent attention to detail.

Skills:           

• Excellent communication skills both written and oral, in English.
• Foreign European language skills advantageous

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Detailed Responsibilities

• Collaborate with all pertinent business stakeholders in investigating and aiding complaint resolution, ensuring continuous communication, providing insights, and making recommendations to management for swift resolutions.
• Address negative feedback promptly, aiming to rectify or compensate for services during travel, prioritizing the enhancement of the guest experience.
• Coordinate with the Guest Experience team when necessary to ensure seamless communication with guests and provide feedback to Reservation, Sales and Customer Service on all outcomes and responses.
• Flag any potential threats or claims impacting the business due to negative experiences to the Group Risk & Regional Managing Directors.
• Acknowledge, log, and share all feedback with relevant internal and AP stakeholders for recognition.
• Continuously input both positive and negative guest feedback into the WW, especially for guests currently traveling with the operations team. Collaborate with the Guest Experience Liaison (GEL) to swiftly enhance the ongoing trip experience and prevent further complaints.
• Manage issues and complaints that could potentially impact the business financially, physically, or in terms of reputation. Investigate, resolve, and provide internal feedback for both Wilderness and Associated Product (AP) services.

CANDIDATE PROFILE

Qualification:

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

Experience:                    

• 4-5 years of experience at a Senior level within a Customer Service orientated role.
• Experience in managing customer relationships and promoting products and services in the inbound travel industry.
• Computer literate (Microsoft Office, Email, Teams, Internet browsers).
• Proven English literacy.
• Working knowledge of TourPlan and WISH or a similar booking/operating system.
• Excellent product and geographic knowledge of Southern & East Africa.
• Personal and work travel experience in Southern and East Africa.
• Strong problem-solving skills and adept at face-to-face guest interactions on-site.
• Excellent attention to detail.

Skills:           

• Excellent communication skills in English, both written and oral.
• Foreign language skills are advantageous.
• Ability to work under pressure, prioritize tasks, and multitask.
• Strong problem-solving abilities and analytical thinking.
• Excellent attention to detail.
• Tech & data literacy – Familiarity with CRM systems, guest feedback analytics, and AI tools.

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Detailed Responsibilities

• Quote accurately and timeously keeping in mind our strategic goals
• Strategic planning for group programs constantly adding value.
• Working on all group requests, including MICE, multigenerational family groups, buy in groups and high net worth requests
• Confirmed Bookings in accordance with company procedures
• Liaise with the Reservations Manager on sales potential and any development on the agent relationship for all bookings.
• Continuous communication and excellent service delivery at all times.
• Build relationships with agents based on trust and support, knowing their business trends and guests needs, ad hoc attending relevant familiarisation trips with agents (if and when required).
• Keep Agents’ booking information updated in the ARM
• Keep updated with all Wilderness and 3rd party product
• Keep apprised of company policies, procedures and system updates

Candidate profile

Qualification:   

• Matric certificate – with Maths 
• Tertiary certificate in Travel & Tourism/hospitality.

Experience:   

• 8-10 years’ experience at a Senior level.
• 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 product knowledge on Southern & East Africa.
• Onsite operational experience with incentive and specialist groups in Southern and East Africa.
• Logistical and group management experience. 
• Personal and work travel experience in Southern and East Africa.
• Problem solver and good with guest face to face interaction onsite.
• Excellent attention to detail.

 Personal Abilities:

• Creative, organised and good communication skills.
• Ability to work under pressure with high accuracy.
• Ability to pace oneself and prioritise demands.
• Team worker and ability to interface with various departments.
• Good follow up and follow-through skills.
• Consistent approach to quality of output, service and result orientated.
• Good administrator and professional in all dealings.
• Dedicated to customer satisfaction and wanting to “go the extra mile”.
• Self-starter with high energy levels.