We love what we do. And are always on the
lookout for like-minded people who share our passion for conserving the
wilderness. Each job plays a big part in our shared purpose: to increase the
world’s wilderness, together. With operations in eight African countries, we
offer a wide array of life-changing career opportunities.
Guest Experience Operations Manager (Johannesburg
Based)
Responsibilities:
Assist
the Guest Experience Manager (GEM) to continue to grow, define and shape the
guests experience across all products, destinations, platforms and systems to
ensure the highest service levels are implemented
Enhance
and grow the current VIP personal GEL offering by sharing in-depth knowledge
and additional experiences that add value to our guests, agents and suppliers
Feedback to reservations where services do not meet our minimum standards and ensure the reservations teams are kept informed of supplier trends and all elevated expectations are implemented at reservations level.
Pulling
monthly arrival booking reports weekly, to share with the team and making sure
all Guest Experience Liaisons monthly calendars are loaded and updated with new
bookings.
Working
closely and assisting the Emergency Afterhours and Wilderness 24 teams with
help, support and guidance to guests, suppliers and all internal teams during
travel.
Offer
first line assistance to the team, develop and mentor staff’s talent to their
full potential through performance development programs and be aware of
capacity and general level of activity within the team as a whole.
Optimise
and consolidate collaboration with various stakeholders within the business,
linking with the entire booking channel from reservations to camp operations,
from across all regions and departments to ensure the ultimate guest experience
is tailor-made and functions like a well-oiled machine
Candidate profile
Qualification:
Matric
with Maths
Tertiary
qualification in Travel & Tourism/Hospitality.
Experience:
8-10
years in the travel & Tourism industry in either a Sales or Direct client
engagement position.
Computer
Literate (Microsoft Office, email, Internet)
Proven
English literacy.
Excellent
product knowledge on Southern and East Africa.
Personal
or educational travel experience advantageous within Africa in the luxury
travel circuits.
Excellent
attention to detail
Skills:
Has a
strong service-driven mentality and be capable of problem solving, pro-active,
level-headed and high empathy skills being essential.
Excellent
communication skills both written and oral.
Be able
to actively listen and communicate clearly.
Be guest
focused and deliver efficient solutions and credible service to all internal
and external stakeholders.
Personal Abilities
Models
commitment to the team, motivates and grows team spirit and remains result
oriented.
Precise,
organised and good communication skills.
Ability
to work well under pressure without compromising accuracy.
Ability
to pace oneself and prioritise demands.
Team
player and ability to interface with various departments.
Consistent
approach to quality of output and high levels of integrity.
Dedicated
to guest satisfaction and is achievement orientated.
Self-starter
with high energy levels.
Treating
people with respect.
Has a
positive attitude and impact on everyone around them.
Method of Application
Interested and qualified? Go to Wilderness to
apply