Cape Town: Guest Experience Specialist – African Safari & Tours Company | Cape Town | Ss 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 is an exciting opportunity for a hospitality professional to enhance guest experiences, support travel agents, and work closely with operational teams in a luxury safari environment. Guest Experience Specialist Requirements: 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 Guest Experience Specialist 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 agent-first communication protocols, contacting guests directly only when safety or urgency requires Crises & Emergency Management: Respond promptly 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 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 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 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 Package & Work Conditions: Salary: R30,000 per month (negotiable depending on experience) 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 Attendance at staff events, training, and development programmes is required To Apply: Please send your updated CV, reference letters, and qualifications Please note: Due to the high volume of applications, only candidates who meet the listed requirements will be contacted. If you do not receive a response within 7 working days, kindly consider your application unsuccessful.