Job Description

Job Summary
Role Overview
A leading safari operator is seeking a Guest Experience Concierge to provide real-time, high-touch support to travel agents and their clients. Acting as an extension of the agent's business, this role ensures seamless service delivery - from proactive trip monitoring to crisis management - while safeguarding the agent's brand and reputation.
Key Responsibilities
Act as first point of contact for travel agents after-hours via hotline, WhatsApp, and live chat.
Provide swift, accurate, and empathetic responses while following agent-first protocols.
Manage crises such as flight disruptions, lodge changes, weather events, or medical issues.
Deliver same-day incident reports and recommend recovery measures.
Handle itinerary changes, special requests, and rooming issues outside standard hours.
Proactively monitor VIP itineraries, flagging and resolving potential service issues.
Deliver personalized "surprise-and-delight" touches on behalf of the agent.
Candidate Profile
3-5 years' experience in travel, safari operations, or luxury hospitality.
Strong crisis management and problem-solving skills under pressure.
Excellent written and verbal communication; adaptable in tone and style.
Confident with CRM and instant communication tools.
Fluent in English; additional languages an advantage.
Work Practices
Agent-first mindset with discretion and diplomacy.
Proactive, solution-oriented approach.
High attention to detail and accuracy.
Strong collaboration across teams and time zones.
Conditions
Shift-based role with 24/7 coverage (including nights, weekends, and public holidays).
Remote working possible with stable internet and secure workspace.
Occasional travel for training or familiarization.
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