Cape Town: Guest Experience Specialist – Luxury African Safari & Tours Company – Cape Town | Lb posted by HotelJobs

Guest Experience Specialist African Safari & Tours Company | Cape Town Kendrick Recruitment is seeking a professional and proactive Guest Experience Specialist to join a leading African Safari & Tours Company based in Cape Town. This role offers a salary of R30,000 per month (negotiable depending on experience) and provides a unique opportunity to enhance guest experiences while supporting travel agents and operational teams. The ideal candidate will have strong crisis management skills, excellent communication, and a passion for luxury travel and safari operations. Key Responsibilities Agent-Centric Support: Serve as the first point of contact for travel agents after-hours, providing accurate, swift, and empathetic responses Manage agent-only channels, including hotline, WhatsApp, and Live Chat Follow strict agent-first communication protocols, contacting guests directly only when safety or urgency requires Key Responsibilities Crises & Emergency Management: Respond rapidly to in-safari issues such as flight disruptions, lodge changes, weather events, or medical needs Provide same-day incident reports to agents, outlining actions taken and recommended recovery measures Key Responsibilities Guest Experience Enhancement: Deliver surprise-and-delight touches on behalf of agents, including personalised notes or special experiences Ensure all guest-facing interactions are white-labelled to match the agents tone and brand style Key Responsibilities Operational Partnership: Handle itinerary changes, special requests, and rooming issues outside standard hours Collaborate with Booking Ops and Product teams to proactively manage operational disruptions Key Responsibilities Proactive Trip Monitoring: Track VIP and high-touch itineraries in real time, providing agents with proactive updates Flag potential service issues before they impact the guest experience Qualities & Experience: 35 years experience in travel, safari operations, or luxury hospitality (DMC or agent support experience preferred) Strong crisis management and problem-solving skills under pressure Excellent written and verbal communication skills, with adaptability in tone and style Tech-savvy; with experience using CRM and instant communication tools Fluency in English; additional languages advantageous Proactive; detail-oriented, diplomatic, and discreet Strong collaboration skills to work across time zones Work Practices & Conditions: Promote the companys reputation and values in all external and internal interactions Uphold high standards of service, quality, and professionalism at all times Attend staff events, training, and development programmes as required Shift-based 24/7 coverage, including nights, weekends, and public holidays Rotational roster to ensure continuous service across regions Remote working options available with stable internet and secure workspace Occasional travel to properties or partner locations for training or familiarisation This is an exciting opportunity for a dedicated hospitality professional to play a key role in enhancing guest experiences and supporting a world-class safari and tours operation.