East Africa Global Concierge

Location: Arusha, Tanzania OR Nairobi, Kenya

 

BRIEF

The Company’s Global Concierge service is a personal, bespoke global ‘access platform’ for direct, indirect guests, and travel partners, for guests travelling with the company in Africa. It provides information and assists with travel requirements pre, post, and during travel with the company – ensuring guests and trade partners receive a personalised, worry-free experience. The in-country support service will operate seven days a week.

KEY OUTPUTS

• Upholding the values of the company ... Care of the people, Care of land and Care of the wildlife
• Calm and professional communication skills in order to service travel partners, direct and indirect guests
• Consistent and clear communication with trade partners, direct and indirect guests, sales teams, preferred supplier partners and colleagues where required
• Proactive selling of the company’s Africa products and services ensuring the best suitable safari
• Meets people and responds to a variety of situations with poise, patience, and discretion
• Must have patience, tact, a cheerful disposition and enthusiasm, as well as a willingness to serve
• Have a strong knowledge of the company and the regions and territories it operates
• An independent, curious and “can do it” nature

 

ADDITIONAL DUTIES

• Attend and participate in continuing educational programs and training webinars
• Support and Assist other departments and offices during leave cycles

 

QUALIFICATION REQUIRED

• High School Qualification, 3 year University/College Qualification advantageous
• 4 years Tour Operator Experience as a Travel Consultant with preference to individuals who have worked in a bed management environment or Lodge Management Experience or a Concierge Service Experience

 

KNOWLEDGE REQUIRED

• An in-depth knowledge of Operating Systems Advantageous (Tourplan, Maximizer, WETU, the company’s Guest Information System - training provided)
• Good destinations knowledge of East Africa preferable
• A willingness and aptitude to learn

 

SKILLS REQUIRED

• Experience with multi-currency with an understanding of the principles of foreign currency
• Working in an orderly manner
• Must possess multi-tasking skills with constant interruptions
• Must readily resolve challenges to the satisfaction of guests and travel partners. If not able to resolve, take ownership to ensure it gets to the appropriate person/department for assistance
• Customer Service and Relationship focused
• Working under pressure

PERSONAL ATTRIBUTES

• An understanding of the constant changing working environment
• Diligent self-starter, with a high level of attention to detail
• Results focused, but willing to work with diverse personalities in a challenging environment
• Generate and maintain a positive momentum and high levels of productivity
• Maintain social, ethical, organisational and professional norm
• Keen willingness for ongoing personal development
• Excellent communicator
• Team player who works productively with wide range of people, including operating from a remote location