Guest Experience Specialist

SUMMARY:
One of East Africa’s long-standing safari companies is looking for a GUEST EXPERIENCE SPECIALIST

POSITION INFO:
The Guest Experience Team is frontline in supporting travel agents and protecting their brand reputation. Acting as an extension of the agent’s business, the concierge provides real time, high-touch support for guests in destination — from proactive trip monitoring to crisis management. This role is agent-facing first, ensuring the agent remains informed, in control, and confident at every stage of their client’s journey.

Candidate requirements

• 3–5 years of experience in travel, safari operations, or luxury hospitality — preferably within a DMC or agent support environment.
• Proven crisis management and problem-solving skills under pressure.
• Strong written and verbal communication skills, with an ability to adapt tone and style.
• Tech-savvy, with experience using CRM and instant communication tools.
• Fluency in English; additional languages beneficial.

• Serve as the first point of contact for travel agents after-hours, providing swift, accurate, and empathetic responses.
• Manage agent-only channels (hotline, WhatsApp, Live Chat) for immediate support.
• Follow strict agent-first communication protocols, contacting guests directly only when safety or urgency requires.
• Rapidly respond to in-safari issues such as flight disruptions, lodge changes, weather events, or medical needs.
• Provide same-day incident reports to agents, outlining actions taken and recommended recovery measures.
• Deliver “surprise-and-delight” touches on behalf of the agent (e.g., personalized notes, special experiences).
• Ensure all guest-facing interactions are white-labeled to match the agent’s tone and brand style.
• Handle itinerary changes, special requests, and rooming issues outside standard hours.
• Work with Booking Ops and Product teams to proactively manage operational disruptions (airstrip closures, weather impacts, policy changes).

• You are required to work 9 hours per day including an hour lunch break. The working hours are determined according to the team set-up with flexibility.
• Overtime may be required during peak periods for which you will be compensated with time off in lieu.
• You may be required to travel for work from time to time.