Wilderness Careers

Detailed Responsibilities

• Confirm bookings in accordance with company procedures
• Develop Relationships with Agents
• Travel Design
• General
• Quoting Bookings
• Quote accurately and timeously keeping in mind our strategic and preferred AP and upsell where possible to benefit both Governors Aviation and the agent.
• Respond to quotes requests timeously.
• Understand the agents/guests needs in each quote, if email doesn’t help to clarify then call the agent.
• Quote on Scheduled routes.
• Quoting on unscheduled/Charter routes.
• Explain in full detail all quotations for scheduled and charter flights which should be recorded on email for future reference.
• Follow up on all outstanding quotes with the agents/clients.
• Once an agent confirms their booking in writing, the booking can be confirmed on the system and Ts and Cs will apply.
• Ensure that bookings are correctly captured.
• Agents/clients to be invoiced timeously and ensure that payments are made as per the terms and conditions.
• Understand the cancellation policy and apply accordingly.
• Ensure to flag all VIP guests to the Governors Aviation Operations team so that personalized service can be provided.
• For special needs/high risk guests, follow the customer care protocol to ensure the guests are safe to travel in the planned journey from a flight perspective.
• Liaise with the Reservations Manager on sales potential and any developments on the agent relationship for all bookings.
• Communicate continuously with agents and delivering service excellence at all times (Including office visits).
• Build relationships with agents based on trust and support, knowing their business trends and guests needs.
• Orientate yourself with the various booking Platforms – Wilderness Window, Tourplan, Aero CRS and Shedwin.
• Good understanding of the Governors’ Camp collection as well as the Wilderness Camp products and logistics.
• Tailor-make itineraries to suit guest needs and budgets.
• Respond to enquiries timeously and prepare quotes.
• Confirm and invoice bookings.
• Finalize bookings and ensure payment is collected.
• Stand in as necessary for fellow travel designers and cover their desks fully.
• Relationship Management with agents that you will get to work with.
• Deal with walk in enquiries professionally and efficiently.
• Keep Updated on company policies, procedures and system updates (Both for Governors Aviation and Governors/Wilderness).
• Ensure a close working relationship with Governors Aviation operations so that guests can have a seamless experience from making the reservation to experiencing the flight service/s.
• Assist in educating Travel Designers on Governors Aviation Processes and Services.
• Capturing of Reservations (This will be on a request basis, covering in Governors Aviation Reservations absence as necessary)
• Integrate Governors Aviation Reservations from WISH into Schedwin.
• Investigation of errors discovered in reservations, follow up with the consultant and amend as necessary.
• Send written confirmation on reservations to travel designers.
• Furnish Governors Aviation Operations department with information for each booking.
• Capture all staff bookings.

CANDIDATE PROFILE
Qualification

• Degree or Diploma in Tourism

Experience

• Minimum 2 years' experience in Travel Design and Safari Tourism
• Aviation reservations experience is an added advantage
• Experience in handling customer relationship
• Computer Literate
• Problem solver and good with guest interaction

PRIMARY PURPOSE

• The incumbent in this position is responsible for the daily receiving of goods delivered at the Central stores, safekeeping, documentation and transfer of the goods to the Camps. Proper accounting documentation is adhered to with an LPO, Delivery Note, Invoice, goods receiving note and transfer notes.

This position is based in Nairobi

Detailed Responsibilities

• Physically check all items at the Receiving Dock.
• To receive goods only at the delivery area.
• To check that the weight count complies with the weight count ordered.
• To check that the price invoiced is the same as the price quoted.
• To check that the mathematical calculation on the invoices is correct.
• Ensure that all food & perishable items are as per the receiving specifications given by the Chef.
• Data entry of all items received into the Fidelio Materials Management system.
• Checking of DRR for quantity & pricing with the Invoices/Delivery Notes & reporting discrepancies to Purchase Manager/Chief Accountant.
• Submitting of non-available and short supply list to purchase and chef for further follow-up.
• Ensure that all items received at the warehouse are as per the Purchase Order issued.
• Ensure that the user department approves of the quality of the stuff before the receiving is done in the system.
• Items found to be inconsistent with the specifications, (below or above) or damaged should be returned by the Receiving Clerk to the suppliers immediately through a Purchase Return Note.
• To always keep the receiving area clean and tidy.
• The Receiving Clerk is responsible for making sure that the administrative procedure relating to the input and output of goods are followed.
• He/she makes sure that the rules relating to hygiene and safety in the receiving area are adhered to.
• By means of scrupulous maintenance of administrative documents he enables the cost of expense to be kept to a minimum.
• Month-end inventories of all stores & tallying the same with the Pastel records-generating the shortages/excesses list for further action.

CANDIDATE PROFILE

Qualification:

• A minimum of two- year college diploma in accounting or other relevant training.
• National Diploma in Tourism Management or equivalent.

Experience:                    

• A minimum of one (1) year experience as a store and receiving clerk.
• Lodge Management background and knowledge of the Safari lodge business is preferable.

Skills:           

• Computer skills (MS Office suite).

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.

PRIMARY PURPOSE  

• The individual must be an organized Sales and Marketing Manager and must assist in the promoting and selling of our company's products, to create competitive advantages for our company in the safari industry. The Sales and Marketing Manager's responsibilities include generating unique sales plans, creating engaging advertisements, emails, and promotional literature, developing pricing strategies, and meeting marketing and sales human resource objectives. The Sales and Marketing Manager represents the company's brand and drives strategies to increase product awareness by observing the market, competitors, and industry trends.
• To be a successful sales and marketing manager, you should have strong interpersonal, leadership, and communication skills. You should also possess an in-depth knowledge and understanding of sales and marketing.

Responsibilities:

• Promoting the company’s existing brands and introducing new products to the market
• Analyzing budgets, preparing annual budget plans, scheduling expenditures, and ensuring that the sales team meets their quotas and goals
• Researching and developing marketing opportunities and plans, understanding consumer requirements, identifying market trends, and suggesting system improvements to achieve the company’s marketing goals
• Gathering, investigating, and summarizing market data and trends to draft reports
• Implementing new sales plans and advertising
• Recruiting, training, scheduling, coaching, and managing marketing and sales teams to meet sales and marketing objectives
• Maintaining relationships with important agents by making regular agent visits, understanding their needs, and anticipating new marketing opportunities
• Delivering of Marketing presentations - such as the Wilderness guide induction training, 'train the trainer' sessions with Wilderness product team
• Staying current in the industry by attending educational opportunities, conferences, and workshops, reading publications, and maintaining personal and professional networks
• Utilizing customer relationship management (CRM) software to manage leads, track interactions, and maintain accurate records of sales activities and customer communications
• Negotiating contracts, pricing, and terms of sale with clients, preparing proposals, quotes, and sales agreements in accordance with company policies and guidelines
• Distribution of our yearly contract rates
• Agent visits in our key source markets
• Management of agent relationships
• Hosting agent FAM trips to our properties
• Attending local and international trade shows
• Preparing monthly reports
• Monitoring our special offers and the special offers of our competitors
• Look after our relationship with Karin Froelich in Germany
• Contributing to the development of sales forecasts, budgets, and strategic plans, providing input and insights to support business growth objectives
• Working closely with the Director of Sales and Marketing, the Digital marketing manager and the Travel Shop team to enhance the agent and guest booking experience.

Candidate Profile
Qualifications:

• A bachelor's degree in marketing, mathematics, business administration, or related field.
• Understanding and knowledge of sales and marketing.

Experience:

• 3-5 years’ experience in marketing or sales.
• Experience in management may be advantageous.

Skills:

• Strong analytical, organizational, and creative thinking skills.
• Creative, organized, and excellent communication skills.
• Excellent communication, interpersonal, and customer service skills.
• Knowledge of data analysis and report writing.
• The ability to understand and follow company policies and procedures.

Personal Attributes:

• Ability to work under pressure without compromising accuracy.
• Ability to pace oneself and prioritize 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.

Closing Date 12 July 2024

PRIMARY PURPOSE

• The walking guide is responsible for leading guests through various points of interest, providing them with historical, cultural, animal behaviour, birds, ecology & practical information about the area. Areas of interest that he will educate guests on are astrology, mythology, birding, insects, animal behaviour, weather and climate, animal tracks & signs. He/she is responsible for providing a safe, informative, and enjoyable safari experience to guests. The walks will be conducted within the camps, outside camps, in conservancies and in the reserve. The Guide will also serve as a representative of the company, maintaining high standards of customer service and professionalism throughout the safari journey.

*This position is based in Mugie House, Laikipia County.
Detailed Responsibilities

• Define different walking tracks for guests considering such factors as age, fitness level, particular interest, attention span, terrain, time of day, weather conditions, wildlife encounters and behaviour.
• Conduct safety talks to guests before commencement of the walks and reminders during the walk.
• Advise guests on ideal clothing and footwear depending on weather conditions.
• Organise for packed meals and/or drinks for the walks.
• Ensure that the firearm being used for the walk is in good working condition.
• Carry along a firearm for all walks within and outside the camp.
• Provide accurate and entertaining commentary to guests on the wildlife, plant life, and natural landmarks encountered during the walk.
• Maintain a professional and friendly demeanour when interacting with guests, addressing their questions and concerns promptly and courteously.
• Monitor guests' behaviour and adherence to safety guidelines, taking necessary measures to enforce rules when required.
• Possess an in-depth knowledge of the wildlife within the safari area, including their behavior, habitats, and conservation status.
• Assist guests in spotting and identifying animals, birds, and other wildlife, using binoculars and other necessary equipment.
• Collaborate with other guides, rangers, and park officials to exchange information and enhance the overall safari experience for guests.

CANDIDATE PROFILE

Qualification:

• Minimum College diploma or equivalent qualification. Some college coursework in wildlife conservation, ecology, or related fields is preferred.
• A minimum of Silver rating as per the Kenya Professional Safari Guides Association.
• A fire arms handling certificate
• A valid Certificate of Good Conduct from the National Police Service.

Experience:                    

• Proven experience as a walking Guide or in a similar role is highly desirable.

Skills:           

• Proficiency in a foreign language is an added advantage

PRIMARY PURPOSE

• The Guest Experience Manager will oversee all aspects of guest interaction, ensuring that guests feel welcome, valued, and attended to at all times. The ideal candidate will be responsible for ensuring that our guests have an exceptional experience from the moment they arrive at our establishment until the moment they depart as well as creating memorable experiences for all guests. The Guest Experience Manager will manage guest inquiries and complaints, develop customer service standards, and ensure adherence to all lodge policies. This role plays a pivotal part in enhancing guest satisfaction and loyalty.

*This position is based in Camps (Maasai Mara, Naivasha & Laikipia)

Detailed Responsibilities

Oversee Front Desk Operations:

• Manage guest check-ins and check-outs efficiently.
• Ensure smooth operations at the front desk.
• Personalize guest experiences by tailoring services to individual preferences and needs.
• Coordinating special guest events such as weddings, birthdays and honeymoons.

Develop and Implement Strategies:

• Developing the Brand Standards and Standard Operating Procedures.
• Development of the Bar and Wine Lists.
• Create initiatives to improve the guest experience.
• Coordinate with other departments to enhance service excellence.
• Adapt services to meet and exceed guest expectations.

Staff Management:

• Lead and motivate staff to deliver excellent guest experiences.
• Regular training of employees on customer service and related trainings.
• Enforce employee practices and policies.

Issue Resolution:

• Act as an ambassador for guests, resolving any issues or complaints.
• Stay organized and up to date on industry changes and customer needs.
• Prepare and monitor department budgets.

Safety and Standards:

• Ensure compliance with industry regulations and safety standards.
• Maintain cleanliness and safety throughout the establishment.
• Review of guest stationery and collateral to reflect the organization's image.
• Conduct periodic service audits at all Camps & presentation of the reports to the CEO.

Feedback and Innovation:

• Monitor guest feedback and develop strategies to improve service standards.
• Identify areas for improvement and provide innovative solutions.
• Responding to all guest feedback in the various traveler feedback platforms including Trip Advisor, Booking.com, Expedia, google reviews, etc.
• Sharing online feedback to the Camp Managers, Operations Manager and CEO on a regular basis.

Communication:

• Communicate effectively with guests and staff.
• Resolve any issues promptly and professionally.

CANDIDATE PROFILE

Qualification:

• Bachelor's degree in hospitality management, business administration, or related field

Experience:                    

• At least 3-5 years of experience in a similar role, preferably in the hospitality industry
• Lodge Management background and knowledge of the Safari lodge business is preferable.
• Knowledge of industry best practices for guest experience management

Skills:           

• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Proven track record of delivering exceptional guest service and resolving guest issues effectively
• Ability to work well under pressure, prioritize tasks, and manage time effectively
• Ability to work in a fast-paced and dynamic environment
• Proficiency in property management systems and Microsoft Office Suite
• Fluent in English with additional languages being a plus
• Strong problem-solving skills and attention to detail

PRIMARY PURPOSE

• Reporting to the Operations Manager the Camp Manager is responsible for the day-to-day general management of the camp in conjunction with the departmental heads. Areas of focus include guest activities, hosting, housekeeping, catering, curio shop, staff welfare, staff upliftment, stock takes, banking, accounts, administration, maintenance, and liaise with different Government Departmental Officials.

This position is based in Mugie, Laikipia County.

Detailed Responsibilities

• Driving the hospitality and safari offering so as to exceed guest expectations. Managing all operations of the camp, including staff management.
• Creating a personalized safari experience for each and every group of guests.
• Ensuring the maintenance and ongoing development of the environmental management Plan within the set framework.
• Maintaining all aspects of facilities and assets both in the camp and back of house through best practice of hygiene and safety standards for both guests and staff.
• Drive employee development through Company approved initiatives.
• Delegate and assist with all lodge administration effectively throughout your lodge administrator and departments, ensuring deadlines are adhered to

CANDIDATE PROFILE

Qualification:

• A National Diploma in Tourism Management or equivalent.
• Computer skills (MS Office suite).

Experience:                    

• A minimum of 5 years’ experience within the hospitality industry.
• Experience in handling international guests and seasoned travelers will give an added advantage.
• Lodge Management background and knowledge of the Safari lodge business is preferable.

Skills:           

• Emotional intelligence with strong interpersonal skills
• Ability to engage, inspire, and influence people
• Analytical skills
• Numerical skills
• Listening Skills
• Problem solving
• Verbal and written communication skills.
• Integrity
• Assertiveness
• The ability to act as a bridge builder in a time of conflict, acting in the manner of humility, maturity, and situational sensitivity
• Personal leadership skills, self-awareness and taking responsibility for personal development
• Diversity management, ability to embrace divergent points of view and sociocultural differences.
• Highly proficient at creation and management of forecasting and budgeting

Interests:                        

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