Guest Relations Specialist at Salt South Africa

Job Description

• Our client is seeking an experienced Guest Relations Specialist who excels in communication and customer interaction. The ideal candidate will anticipate and fulfil the needs and wants of guests, ensuring their stay is nothing short of extraordinary. This role requires working well under pressure in a fast-paced environment and being an outstanding team player.

Key Responsibilities:

• Provide seamless service delivery through regular guest correspondence, focusing on the intricacies of their journey.
• Maintain effective communication with all journey stakeholders to ensure smooth and friendly service.
• Promptly and efficiently resolve guest queries with a pleasant demeanor.
• Operate in compliance with Wilderness standards, policies, procedures, and code of conduct.
• Offer personalised guest touchpoints, generating significant value through strong trade partner relationships.
• Stay informed on all regions packaged by the company, attending training sessions and site inspections as needed.
• Analyse guest feedback to provide solutions and ensure continuous improvement in guest satisfaction.

Qualifications & Experience:

• Matric certificate with Maths
• Tertiary certificate in Travel & Tourism or Hospitality
• Minimum 5 years at a senior level in Reservations managing guest relations/camp operations
• Experience in handling customer relationships and promoting products/services in the inbound travel industry
• Previous camp experience is beneficial
• Computer literate (Microsoft Office, email, Internet)
• Proven English literacy
• Working knowledge of TourPlan and WISH or similar booking/operating systems
• General destination knowledge of Southern & East Africa
• Personal and work travel experience in Southern and East Africa
• Excellent communication skills in English (written and oral)
• Foreign language skills are advantageous
• Ability to multitask and manage time effectively
• Extremely proactive, with an outgoing, charismatic, and approachable character
• Creative, organised, with excellent communication skills
• Ability to work under pressure without compromising accuracy
• Excellent time-management and prioritisation skills
• Strong team player with good follow-up skills
• Consistent approach to quality, service, and results
• Salt is acting as an Employment Agency in relation to this vacancy.