Nairobi, Kenya
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.
Interests:
A passion for wildlife and a commitment to sustainability and conservation.
