Job Description

Closing Date: 2025-09-24
Job Type: Permanent
Job Level: Senior
Experience: Between 3 - 5 Years
EE/AA: No
Summary
Guest Experience Specialist - Luxury Safari Operator - Cape Town
Hospitality Jobs Africa is recruiting on behalf of our client, a world-renowned luxury safari operator, for an experienced Guest Experience Specialist to be based in Cape Town, South Africa. This exciting role offers a salary of R35,000 - R40,000 per month and provides the opportunity to be part of a leading safari brand dedicated to delivering exceptional guest journeys across Africa.
Description
As a Guest Experience Specialist, you will be the frontline representative for our client's travel partners, ensuring seamless safari itineraries and protecting brand reputation. This position involves high-touch concierge support, crisis management, and proactive monitoring of luxury safari guests across Africa. You will work closely with agents, ensuring all communications are professional, timely, and aligned with their brand standards.
Key Responsibilities

• Provide 24/7 support to travel agents, managing after-hours calls, WhatsApp, and live chat.
• Handle emergencies including flight delays, lodge changes, weather disruptions, and medical issues.
• Deliver personalized guest touches while maintaining agent-first communication protocols.
• Monitor VIP guest journeys in real time and provide proactive updates to agents.
• Liaise with booking and operations teams to minimize disruptions.

Salary: R35,000 - R40,000 per month
Location: Cape Town, South Africa
Minimum Requirements

• 3-5 years of experience in luxury hospitality, travel operations, or safari logistics.
• Proven crisis management and problem-solving skills.
• Tech-savvy with CRM systems and real-time communication platforms.
• Excellent verbal and written communication skills in English (additional languages an advantage).
• Ability to work shifts, including nights, weekends, and public holidays.
• Professional discretion, diplomacy, and a strong customer service mindset.

Skills Required