Western Cape: Travel Concierge posted by Craven Cottage CC
Salary0
Posted9 Jul 2026
Client Support & Communication:
Act as the primary in-country contact for travellers via WhatsApp.
Provide timely, accurate, and helpful responses to client queries during travel.
Support clients with itinerary clarification, logistics, and general assistance.
Maintain a calm, solution-oriented approach in all interactions.
Experience Enhancement:
Provide curated, relevant recommendations (restaurants, activities, local insights) aligned with the client profile and itinerary level
Proactively enhance the journey through thoughtful touchpoints (e.g., check-ins, tips, local insights).
Identify opportunities to elevate the experience without adding cost or operational complexity.
Coordination & Problem Solving:
Liaise with suppliers, guides, and transport providers to resolve on-the-ground issues
Support adjustments such as timing changes, confirmations, and minor logistical coordination.
Act quickly on disruptions (missed transfers, supplier delays, service issues) and escalate where required.
Escalation & Risk Management:
Identify situations outside of scope and escalate to Reservations/Management as required.
Ensure all escalations are clear, timely, and supported with accurate information.
Maintain clear judgment on when to act vs when to escalate.
Communication Standards:
Maintain a professional, warm, and brand-aligned tone at all times.
Personalize interactions using client details and travel context.
Ensure all conversations are clearly documented and traceable by solely using PS approved communication channels
Reporting & Feedback:
Capture recurring issues, trends, and opportunities for operational improvement
Support post-trip feedback collection where applicable.
Requirements:
Grade 12
A formal travel & touring qualification
At least 2 – 3 years’ experience in a travel support role, inbound travel preferred
A background in hospitality or customer service, proficiency in booking tools
Excellent communication skills, ability to remain calm under pressure, and quickly resolve logistical issues
Computer literate, Tourplan will be an advantage
Ability to use AI tools (such as ChatGPT) and messaging platforms like WhatsApp
Outstanding problem-solving skills, active listening, and the ability to maintain an empathetic, VIP-level tone even when travel plans abruptly change.
Fluency in English is essential
How to apply
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