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 preempt 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 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.
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