Emergency After Hours Guest Experience Liaison

• Handle all emergency calls and messages received after hours, over weekends, and public holidays during a guest stay.
• Assist with Guest Experience Liaison services and messaging guest/agents with any during travel request.
  
• Be the point of contact for all emergency services for any Voluntary or Involuntary changes within a guest journey.
• Make last-minute provisional bookings in the Wilderness Window for Wilderness and/or 3rd party suppliers.
• Assistance to Wilderness24 for guests who have medical conditions, illness, or injuries.
  
• Build and maintain close relationships with various stakeholders throughout the business. i.e. Regional Guest Operations teams, camp staff, reservations teams as well as AP suppliers.
  
• Keeping a call log off all emergency services handled with a breakdown of events and how they were resolved.
• Inform guests of any additional costs incurred for itinerary changes and that they are to settle direct for these additional services.
• Book space on a provisional basis, advise the relevant Reservations team and hand over to Travel Designer to handle the confirmation and invoicing process.
  
• Work closely with the Wilderness24 incident management team should guests be negatively impacted by an event/incident.
• Handle guest complaints efficiently and expediently.
  
• The EAH Inbox emails that are received must be checked regularly and emails filed away in the appropriate folders daily.

• Matric certificate – with maths (minimum standard grade or above)
• Tertiary certificate in Travel & Tourism

• 3-5 years of 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 – written and verbal.
• Working knowledge of Wilderness Window or similar booking /operating system.
• General destination knowledge on Southern and East Africa
• Problem solver and good with guest interaction
• Excellent attention to detail

• Excellent communication skills both written and oral, in English.
• Foreign language skills advantageous
• Excellent telephone skills, professional, helpful, and friendly whilst under pressure.

• Creative, organised and excellent communication skills.
• Ability to work under pressure without compromising accuracy.
• Consistent approach to quality of output, service and result orientated.
• Good administrator and professional in all dealings.

Apply for this position with us on WhatsApp. Simply send the word ‘Hi’ to +260761166303