Western Cape: Guest Experience Specialist posted by Wild Dreams Hospitality

The Guest Experience Team is frontline in supporting travel agents and protecting their brand reputation. Acting as an extension of the agent’s business, the concierge provides real time, high-touch support for guests in destination — from proactive trip monitoring to crisis management. This role is agent-facing first, ensuring the agent remains informed, in control, and confident at every stage of their client’s journey.

Candidate requirements

• 3–5 years of experience in travel, safari operations, or luxury hospitality — preferably within a DMC or agent support environment.
• Proven crisis management and problem-solving skills under pressure.
• Strong written and verbal communication skills, with an ability to adapt tone and style.
• Tech-savvy, with experience using CRM and instant communication tools.
• Fluency in English; additional languages beneficial.

Candidate responsibilities

• Serve as the first point of contact for travel agents after-hours, providing swift, accurate, and empathetic responses.
• Manage agent-only channels (hotline, WhatsApp, Live Chat) for immediate support.
• Follow strict agent-first communication protocols, contacting guests directly only when safety or urgency requires.
• Rapidly respond 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.
• Deliver “surprise-and-delight” touches on behalf of the agent (e.g., personalized notes, special experiences).
• Ensure all guest-facing interactions are white-labeled to match the agent’s tone and brand style.
• Handle itinerary changes, special requests, and rooming issues outside standard hours.
• Work with Booking Ops and Product teams to proactively manage operational disruptions (airstrip closures, weather impacts, policy changes).

Conditions and Working Hours

• You are required to work 9 hours per day including an hour lunch break. The working hours are determined according to the team set-up with flexibility.
• Overtime may be required during peak periods for which you will be compensated with time off in lieu.
• You may be required to travel for work from time to time.