Guest Experience Liaison - Johannesburg
Location: Johannesburg or Cape Town
We are seeking an exceptional Guest Relations Specialist with outstanding communication skills and a passion for delivering extraordinary guest experiences. This pivotal role demands a proactive, innovative and solutions-orientated individual who thrives in a fast-paced environment and excels at understanding and anticipating guest needs effortlessly and professionally.
Key Responsibilities:
We are seeking an exceptional Guest Relations Specialist with outstanding communication skills and a passion for delivering extraordinary guest experiences. This pivotal role demands a proactive, innovative and solutions-orientated individual who thrives in a fast-paced environment and excels at understanding and anticipating guest needs effortlessly and professionally.
Key Responsibilities:
- Ensure seamless service delivery by maintaining regular correspondence with guests during their stay, focusing on enhancing their journey.
- Resolve guest queries & requests promptly, efficiently, and pleasantly, adhering to company standards and policies.
- Analyze guest feedback to drive continuous improvements in service and guest satisfaction.
- Be a consistently outstanding brand ambassador for the organisation.
- Matric certificate with Maths (Core or Literacy).
- Tertiary certificate in Travel & Tourism or Hospitality.
- Minimum 5 years' experience at a senior level in a similar role.
- Experience in customer relationship management, specifically with High-Net-Worth individuals within the travel and hospitality industry.
- Proficiency in Microsoft Office and familiarity with travel booking systems like TourPlan and WISH or similar.
- Strong English literacy; proficiency in additional languages advantageous.
- Extensive knowledge of Southern & East Africa luxury destinations and travel logistics.
- Excellent written and oral communication skills in English.
- Ability to multitask and manage time effectively.
- Proactive and approachable with strong interpersonal skills.
- Problem-solving abilities and extreme attention to detail.
- Organized and creative with a commitment to service.
- Ability to work under pressure without compromising accuracy.
- Team-oriented with strong follow-up skills.
- Passion for wildlife and commitment to sustainability.
- Flexibility and ability to travel internationally when required.
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