Guest Relations & Travel Support Specialist

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 GMs, 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 guests 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.