Guest Relations & Travel Support Specialist

SUMMARY:
Lodge Collection with a portfolio of luxury properties across Africa’s most sought-after wilderness areas is looking a Guest Relations & Travel Support Specialist based at their Head Office in Claremont.
 
The candidate will play a vital role in ensuring a seamless travel experience for guests booked via travel partners. This position involves taking ownership of guest bookings when they are travelling and to be the primary point of contact on the ground for select travel partners and guests during this time. This role focuses on guest and agent satisfaction, to meet the brands commitment to excellence. This role will have a dual focus on thorough pre-travel preparation and hands-on guest focused operational support during their travels.

POSITION INFO:
Duties:

Pre guest travel:

Review itinerary details prior to arrival and hold Advisors / Consultants accountable for any missing or incorrect information, ensuring any adjustments are made within the required time frame.
Ensuring all logistics connected to an itinerary are reconfirmed prior to travel
Set up communication with guests and opted-in participants 48 hours prior to their arrival in country to facilitate communication.

During guests travel:

Supports the Tailored and Reservations team in taking ownership of a guests travel arrangements when guests are travelling
Oversee communications on the guest's preferred communication methods
Manage last-minute requests or changes
Anticipate guest needs, address concerns proactively, and coordinate with third-party service providers as required
Collaborate daily with third-party suppliers and property GM’s, Lodge Managers, Sales Managers and Revenue divisions ensuring a seamless feedback loop between guests, third parties, and the agent.
Work with the Operations Director and Product Manager (third party) to address and resolve guest complaints, ensuring timely follow-up and conclusion.

Post guest travel:

Resolve any refunds, credits, or outstanding payments that arise during a guest’s travels promptly and efficiently.
Gather and share feedback with the appropriate parties involved

Deliverables:

Improve guest and agent satisfaction through proactive and intuitive on-the-ground support.
Ease operational pressure on booking teams, particularly during peak travel periods.

Requirements:

Grade 12
A minimum of 3 years in a luxury DMC (Inbound) or high-end Travel company as a Tailormade Consultant or Travel Advisor position
Solutions driven and likes a challenge
Excellent problem-solving and organizational abilities
Eye for detail
Thorough understanding of the travel industry and logistics
Excellent communication skills, both written and verbal
Flexible approach to working hours
Ability to manage complex situations
Self-managed and pro-active
Customer-focused mindset with a passion for delivering outstanding guest experiences
South African citizen or the holder of a valid South African work permit.
Committed to conservation and sustainability personally.
A strong willingness to get involved in whatever is needed in the moment.
Well-presented, articulate and enjoy engaging with people (personable).
Mature, resilient, flexible/adaptable and progressive.
Adaptable and resilient to change.