Guest Experience Specialist

Guest Experience Specialist African Safari & Tours Company Cape Town

Kendrick Recruitment is seeking a professional and proactive Guest Experience Specialist to join a leading African Safari & Tours Company based in Cape Town. This role offers a salary of R30000 per month (negotiable depending on experience) and provides a unique opportunity to enhance guest experiences while supporting travel agents and operational teams.

The ideal candidate will have strong crisis management skills excellent communication and a passion for luxury travel and safari operations.

Key Responsibilities Agent-Centric Support:

• Serve as the first point of contact for travel agents after-hours providing accurate swift and empathetic responses
  

• Manage agent-only channels including hotline WhatsApp and Live Chat
  

• Follow strict agent-first communication protocols contacting guests directly only when safety or urgency requires
  

Key Responsibilities Crises & Emergency Management:

• Respond rapidly 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
  

Key Responsibilities Guest Experience Enhancement:

• Deliver surprise-and-delight touches on behalf of agents including personalised notes or special experiences
  

• Ensure all guest-facing interactions are white-labelled to match the agents tone and brand style
  

Key Responsibilities Operational Partnership:

• Handle itinerary changes special requests and rooming issues outside standard hours
  

• Collaborate with Booking Ops and Product teams to proactively manage operational disruptions
  

Key Responsibilities Proactive Trip Monitoring:

• Track VIP and high-touch itineraries in real time providing agents with proactive updates
  

• Flag potential service issues before they impact the guest experience
  

Qualities & Experience:

• 35 years experience in travel safari operations or luxury hospitality (DMC or agent support experience preferred)
  

• Strong crisis management and problem-solving skills under pressure
  

• Excellent written and verbal communication skills with adaptability in tone and style
  

• Tech-savvy with experience using CRM and instant communication tools
  

• Fluency in English; additional languages advantageous
  

• Proactive detail-oriented diplomatic and discreet
  

• Strong collaboration skills to work across time zones
  

Work Practices & Conditions:

• Promote the companys reputation and values in all external and internal interactions
  

• Uphold high standards of service quality and professionalism at all times
  

• Attend staff events training and development programmes as required
  

• Shift-based 24/7 coverage including nights weekends and public holidays
  

• Rotational roster to ensure continuous service across regions
  

• Remote working options available with stable internet and secure workspace
  

• Occasional travel to properties or partner locations for training or familiarisation
  

This is an exciting opportunity for a dedicated hospitality professional to play a key role in enhancing guest experiences and supporting a world-class safari and tours operation.