Website Hospitality Jobs Africa
Hospitality recruitment agency
Guest Liaison Officer – Luxury Safari Lodges & Camps – Cape Town
Hospitality Jobs Africa is seeking an experienced Guest Liaison Officer for our client in Cape Town. This position forms a key part of the Company’s Retail Team as a vital first contact with our client’s guests, making an impression of the company and the services they offer, and acting as a systems and product super user with sales consultation experience.
The Guest Liaison Officer will be responsible for pre-qualification of leads, communicating with guests and gathering information, as well as overseeing allocations to the team, working closely with the Retail Sales Manager and Guest Service Team. Excellent communication skills, tenacity, and good East Africa product, knowledge is required, as well as a good understanding of sales and the desire to provide high levels of customer service.
KEY ACCOUNTABILITIES AND RESPONSIBILITIES:
Acting as a first point of contact with the company for enquiries, you will be responsible for the sales journey of enquiries until allocated or closed
In all communications, displaying high service standards as a representative and first impression of the company
Building rapport and trust with clients, using active listening and soft sales skills techniques, both by email and telephone
Answering questions and providing information for general enquiries not yet at booking stage, using website and branded collateral documents
Using Hubspot to maintain accurate records of enquiry phase, all communications and follow ups, using sequences and templates as required
Make all systems checks to identify enquiries shopping around and handle according to team guidelines to minimise conflict and double work within the sales team
Handling all C and D grade leads, as well as others as required by the Retail Sales Manager and enquiries team, with the goal of converting as many as possible to A and B to assign to specialists
Handling of SADC resident enquiries and short bed night requests, including quotation and full sales servicing of these leads, if required due to capacity in team
Maintain the Retail enquiries inbox to allocate high quality leads, pre-qualify others as required and send non-lead emails onward to other departments
Proactive approach to follow ups with enquiries at planning phase until such point that they are ready to move to quotation and consultation with East Africa Specialists
Allocating leads to East Africa Specialists, in consultation with Retail Sales Manager, considering capacity, knowledge and specialist interest areas of the guests
Monitoring of team capacity on daily basis to ensure efficient allocations process
Responding to Live Chat enquiries as required
REQUIREMENTS AND QUALIFICATIONS:
A least 5 years Marketing and Public Relations work experience within Travel and Tourism.
Experience in, and knowledge of East Africa Safari sales advantageous (Kenya & Tanzania) and at least 3 years’ experience in safari industry
Experience working in a sales team environment and/or operations background
Strong sales & customer service skills (written & telephone)
Working knowledge of Hubspot or similar CRM system
South Africa or Permanent Resident Citizenship required
Strong administration and organizational skills
Meticulous attention to detail
Excellent communication skills, a service delivery mindset and a strong customer service focus both internally with colleagues and externally with guests
Must work well under pressure
Excellent time management skills with the ability to multi-task and prioritize tasks
Proactive mindset and can-do attitude
Ability to work independently as well as within a broader team setup
Good computer literacy including use of inhouse sales systems
Strong administration and organizational skills with great attention to detail with desire for continuous improvement, Energetic and eager to learn
REQUIRED WORK PRACTICES
Proactive approach towards your personal and departmental targets and working together with management to ensure we reach these targets
Attending all training that is offered and proactively growing your knowledge of the company by researching our products (as well as that of 3rd party suppliers) and the countries in which we operate, therefore continuously improving and strengthening your knowledge of these destinations
Taking a proactive and adaptable approach to learning in terms of sales skills, systems, processes and product knowledge
Across all interactions, promote the image of the company and the sales team as a best in class externally with our clients and internally with our key stakeholders
As a key point of contact and the face of the Company, upholding and contributing to the reputation of the company as a leading safari operator.
The company values are company values that play a significant role in how we define ourselves and set ourselves apart. We place a high value on living these values in everyday work practices. These values are genuine, inspired to do good, caring family spirit, teamwork, dedicated to service, consistent quality and going the extra mile
When staff events happen within working hours it will be compulsory to attend
CONDITIONS AND WORKING HOURS:
This is a full-time position, based in the Cape Town office. The working hours are determined
depending on the team setup and business requirements.
We operate a flexible working environment, details of this are as per your offer of employment and the work-from-home guidance document.
This policy is reviewed on an ongoing basis along with business needs and any changes will be communicated with as much advance notice as possible.
The work-from-home guidance document which forms part of our HR Policy pack available is at the time of offer.
Overtime may be required during peak periods
You may be required to travel for work from time to time.
The salary is to be confirmed
Contribution towards medical aid
Contribution towards retirement annuity
Contribution towards group life cover
Take this chance to join an exceptional team dedicated to providing unparalleled safari experiences. If you are ready for an exciting journey as a Guest Liaison Officer, we encourage you to submit your resume, along with a compelling cover letter highlighting your love for marketing, travel and tourism expertise.
Please note that only shortlisted candidates will be contacted for interviews. We thank all applicants for their interest in this position.
To apply please email [email protected] or click on the apply for job button below.
If you have not heard back from us within 7 days, please accept that your application was not successful on this occasion. Have a look at more of our available jobs in the Hospitality and Catering industry