Guest Experience Executive

Travel Trade Recruitment; Surrey; Hybrid; CAD 22,000 - 36,000; Full time

Benefits offered by this job

Hybrid work model

Onboarding & training

Travel industry discounts

Job summary

Travel Trade Recruitment is assisting a niche safari tour operator in Surrey, BC to recruit a Guest Experience Specialist. The role covers the full guest journey from booking to departure, ensuring documentation accuracy, proactive travel support, and timely issue resolution.

You will collaborate with Sales, Suppliers, and fellow Guest Experience colleagues to keep bookings precise and guests confident. The position offers a hybrid work arrangement, structured onboarding, and growth

Qualifications

• Pragmatic, organized, and customer-focused approach.
• Strong attention to detail in documents like passports and itineraries.
• Confident communicator via email and phone with customers and suppliers.
• Able to manage multiple bookings and guest queries simultaneously.
• Willingness to learn quickly about CRM systems and processes.

Responsibilities

• Ensure bookings are accurate with confirmations, itineraries, and travel details.
• Support sales with data entry and documentation during the booking process.
• Manage booking amendments and keep systems up to date.
• Proactively identify opportunities to enhance a guest's trip with add-ons.
• Be the main contact for guests in the run-up to travel and provide timely support.
• Own the guest feedback loop and close the loop with guests and suppliers.
• Provide on-call support for guest travel outside office hours.

Skills

Customer service

Communication

Multitasking

Organizational skills

On-call readiness

Tools

HubSpot CRM

Job description

This niche Safari tour operator is looking for a pragmatic and customer-focused Guest Experience Specialist to join our post-sale team. This role owns the guest journey from confirmed booking through to departure making sure every itinerary, document and detail is correct, that guests feel looked after in the run-up to travel, and that any issue along the way is picked up quickly and handled well. You'll work closely with Sales, Suppliers, and fellow Guest Experience colleagues to keep bookings accurate and guests confident and excited about their trip.

Key Responsibilities

• Booking Accuracy & Documentation
• Ensure guest bookings are fully and accurately documented, with confirmations, itineraries, and travel details (such as names, flights, and dates) consistent across all relevant paperwork
• Support the sales team with data entry and documentation during the booking process
• Booking Amendments
• Manage changes to confirmed bookings as guest requirements evolve, keeping all relevant systems and documentation fully up to date
• Pre-Travel Guest Support & Enhancements
• Proactively identify opportunities to enhance a guest's trip, such as additional activities or experiences
• Act as a guest's main point of contact in the run-up to travel, providing clear, practical, and timely support on logistics and travel requirements
• Feedback & ComplaintsOwn the guest feedback loop, sharing insights with Sales and suppliers and closing the loop with guests
• Escalate more serious issues to the Head of Guest Experience and support their resolution Systems & Records
• Maintain accurate, up-to-date records of guest communications and interactions across relevant systems
• Team Cover & On-Call
• Provide cover for colleagues during periods of leave, ensuring continuity of guest support
• Participate in an on-call rota to provide customer travel support outside office hours as needed, currently approx. once every 2 months Requirements
• A pragmatic, organised, and customer-focused approach to work
• Strong attention to detail, particularly when checking documents such as passports, tickets, and itineraries
• Confident communicator via email and phone, with customers, suppliers, and internal stakeholders
• Comfortable managing multiple bookings and guest queries simultaneously
• Experience with CRM/support systems (e.g., HubSpot) or a willingness to learn quickly
• Flexible to provide occasional weekend on-call support
• Genuine interest in travel, safari, and African destinations

What We Offer

• Hybrid working arrangement
• Structured onboarding and training in our guest experience systems and processes
• Growth path opportunities in several departments of the company
• Exposure to the end-to-end safari guest journey, from booking to travel
• Travel industry discounts and familiarisation trip opportunities
• Salary Up To 36,000