Guest Experience Liaison

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.