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  • Posted: Jan 7, 2025
    Deadline: Not specified
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    We love what we do. And are always on the lookout for like-minded people who share our passion for conserving the wilderness. Each job plays a big part in our shared purpose: to increase the world’s wilderness, together. With operations in eight African countries, we offer a wide array of life-changing career opportunities. We are the pioneering col...
    Read more about this company

     

    Guest Experience Liaison -JHB

    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.
    • Tertiary certificate in Travel & Tourism/hospitality.

    Experience:

    • Min 5 years’ experience at a Senior level in Reservations managing guest relations/camp operations.
    • Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.
    • Previous camp experience beneficial.
    • 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.

    go to method of application »

    Guest Experience and Emergency Afterhours Liaison

    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.

    Method of Application

    Use the link(s) below to apply on company website.

     

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