PRIMARY PURPOSE
To deliver exceptional service to all Wilderness guests in Nairobi and strive to ignite and elevate our DMC offering by adding value to the guests journey during their time in Nairobi.
Fulfil this guest-centric role with passion, enthusiasm, knowledge while facilitating streamlined trips as guests arrive or depart on their life changing journey with us. Aim to deliver a safe and memorable trip for all.
The incumbent should be dynamic, punctual, knowledgeable on Kenya from the history/culture to logistics and Associated partners with a focus on strong communication and high EQ/people skills.
This position is based in Nairobi.
Detailed Responsibilities
General
Maintain high service delivery within the touring team, operating according to and in compliance with – WS standards of operations, company policies and procedures, and WS code of conduct.
Build strong relationships with our AP suppliers ensuring their delivery on touring activities and ensure all journey’s run smoothly.
Deal promptly, efficiently, and pleasantly with all guest queries, aiming to promptly resolve any complaints or concerns whilst with guests. Report back efficiently to Touring Ops manger with the details for analysis, and what solutions were implemented, and aim on continuous improvement towards guest satisfaction and thus positively impacting guest’s future travel.
Where necessary, work closely with Guest Ops, GELs, Res Managers and mainly Emergency Afterhours teams to resolve changes and incidents to bookings, be available at all hours to assist After Hours with queries/customer complaints etc.
Work closely with the Wilderness24 incident management team should one of our guests be negatively impacted by an event/issue. Flag and raise any concern around a hazard or incident raised by the guest and not reported elsewhere with Wilderness24. Follow the W24 procedures and be available where necessary once incidents are at play.
Be an accountable team player who is reliable and punctual and taking initiative. Passionately living the Wilderness Way and act as a Wilderness ambassador whilst also adhering to country overland rules.
Sharing knowledge with guests – reading guests and determining the interest, ensuring that you stay up to date with recent affairs, including basic knowledge of World Geography and cultures.
Vehicles & Equipment
Ensure vehicles are properly maintained, cleaned and appropriately equipped for the relevant tour / transfer. Be sensitive to the impact out transfer activities have on the environment and when driving a vehicle, do this in the most responsible manner. When you collect one of our vehicles check that it is clean (inside & out) and check for any previous damage. REPORT ANY NEW DAMAGE to the Touring Ops Manager as soon as possible.
Ensure the correct branding for allocated tours and procedures are followed so the guests feel the continuous harmony of booking with all Wilderness brands.
Ensure correct stock of on-board equipment and consumables are correct i.e. emergency kits, maps, tissues, snacks, water, fire extinguishers, etc.
Maintain vehicle quality, cleanliness, driving permits and all guiding qualifications are adhered to which culminates into seamless service delivery through efficient and professional engagement with guests and ensuring the delivery remains high touch.
Assist with any other vehicle related matters raised by the Touring Ops Manager and ensure qualifications and licenses are kept up to date and service delivery protocol followed.
Ensure efficient fuel consumption to reduce costs as much as possible but not compromising our high service level. Write up end km’s in the driver’s logbook, and ensure all paperwork is completed and returned to the travel shop within one week of completion of the tour.
Ensure the WIFI’s are in good working order.
Ensure copy of the touring diary is working on phone calendar and RT & phones & weekly printout are followed and any points of improvement communicated welcomed as we implement this new system.
Manage transfer changes when flight details change with guests directly and communicate all changes to relevant travel shop teams.
Assist with transfers for WS staff and Agent educational where necessary.
Wilderness prides itself it is providing the very best experiences in Africa for discerning as a conservation company we therefor expect our guides to dress appropriately and conduct themselves in a manner befitting our high standards and conservation ideals.
For transfers, retain the airport parking and petrol slip, insert them into an envelope and hand in to depot staff during office hours – do not leave them in the vehicle (include your name, date of transfer and guest names on envelope). Tour petrol slips and airport parking receipts to be included in your tour paperwork.
Guest Experience
When possible, reconfirm tour or transfer pick up times my phone and be flexible to change as per guests’ requests, ensuring future experiences or connections are not compromised.
All clients to be escorted to the check-in desk where possible, and only drop off and go allowed where not permitted – either at the hotel or the airport.
Take care in ensuring you collect the right guests when doing transfers. If something doesn’t quite feel right (i.e. different number of pax to your paperwork) check with the travel shop and report any concerns with your line manager.
Should you be running late for activities, lunches or confirmed service not be possible, it’s imperative that you inform the supplier in good time if you are running late or wish to cancel. We work hard to build up good relationships with suppliers and not keeping them informed will erode this.
CANDIDATE PROFILE
Qualification:
Minimum KPSGA Bronze level
Minimum 3 years transfer driver in Nairobi
Diploma in Tour Guiding
TRA Valid License
Certificate of good conduct
Valid Driving License
Experience:
5 years’ experience in ground handling, with ideally at least three at Wilderness/Governors is an advantage. Computer Literacy is a key requirement (Microsoft Office, email, Internet). Proven English literacy. Good destination knowledge East Africa. Personal or educational work/travel experience in hospitality is advantageous. Excellent attention to detail is required.
Skills:
Flexible in response to changing priorities and needs. A self-starter who is highly motivated and extremely resourceful in ever-changing situations. Be able to Communicate in a respectful and well-understood fashion.
Personal Abilities:
Service and result orientated with excellent communication skills, multiple languages spoken an advantage. Ability to work under pressure without compromising service delivery. Ability to pace oneself and prioritize demands to remain result orientated. The successful candidate should have great people skills and be a team player with the ability to interface with various departments. Consistent approach to quality of output and high levels of integrity.
Key attributes include reliability, discretion, and confidence.
Interests:
A passion for wildlife and a commitment to sustainability and conservation.
Closing Date 19 April 2024
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