Guest Experience Liaison - Sandton, South Africa - Wilderness

Wilderness
Wilderness
Verified Company
Sandton, South Africa

3 weeks ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description

PRIMARY PURPOSE
To provide emergency after-hour assistance outside office trading hours, over weekends and public holidays.

To assist with any last-minute changes and amendments to bookings and to ensure these are resolved timeously and that all the relevant parties are kept informed throughout the guest journey.


  • This position can be based in either Johannesburg or Cape Town.

Detailed Responsibilities

  • Handle all emergency calls 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.
  • Be the point of contact for all emergency services for any voluntary or Involuntary changes within a guest journey.
  • Assistance to Wilderness24 for guests who have medical conditions, illness, or injuries.
  • Contact suppliers in writing to secure or cancel relevant services per requirements.
  • Inform guests of any costs incurred for itinerary changes and that they are to settle direct for these additional services.

CANDIDATE PROFILE

Qualification:


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

Experience:


  • 35 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.
  • Proven English literacy written and verbal.
  • Working knowledge of Tourplan, Wilderness Window or similar booking /operating system.
  • General product knowledge on Southern and East Africa.
  • Personal and work travel experience in Southern and East Africa.

Skills:


  • Excellent communication skills both written and oral, in English.
  • Foreign language skills advantageous
  • Excellent telephone skills, professional, helpful, and friendly whilst under pressure.

Personal Abilities:


  • Works well under pressure, especially in crisis situations, whilst remaining calm and still delivering superior service.
  • Team worker with the ability to interface with various departments.

Interests:

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