Concierge Specialist

Craven Cottage CC; Wes-Kaap; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Craven Cottage CC in South Africa seeks a Traveller Support Specialist to act as the in-country contact for travellers via WhatsApp and company channels. You will respond to queries, personalise communications and maintain detailed, traceable records to ensure a seamless travel experience.

You will also recommend restaurants and experiences, coordinate with guides and transport providers, and escalate issues when needed while tracking service levels and seeking continuous improvement

Qualifications

• Must have excellent written communication and interpersonal skills.
• Professional, calm and solution-focused approach to client support.
• Strong organisational skills and attention to detail.
• Good judgement when resolving issues and escalating concerns.
• Ability to tailor recommendations to different traveller profiles and service expectations.
• Commercial awareness and respect for approval procedures and cost controls.

Responsibilities

• Act as the primary in-country contact for travellers via WhatsApp and approved company channels.
• Respond promptly to travel queries, itinerary questions and logistical requests.
• Personalise communication according to each traveller’s itinerary.
• Maintain clearly documented and traceable conversations for auditability.
• Recommend suitable restaurants, activities and experiences aligned with traveller preferences.
• Liaise with suppliers, guides and transport providers to resolve issues during travel.
• Assist with timing changes, confirmations and minor itinerary logistics.
• Escalate matters outside the role’s scope with clear information and track response times.

Skills

Written communication

Interpersonal skills

Attention to detail

Issue resolution

Client coordination

Cost awareness

Education

Grade 12

Travel & tourism qualification

Tools

WhatsApp

Job description

Duties

Traveller Support & Communication

• Act as the primary in-country contact for travellers via WhatsApp and approved company communication channels.
• Respond promptly and accurately to travel queries, itinerary questions and logistical requests.
• Maintain a warm, professional and reassuring approach.
• Personalise communication according to each traveller’s itinerary and requirements.
• Keep all conversations clearly documented and traceable.

Experience Enhancement

• Recommend suitable restaurants, activities and local experiences aligned with traveller preferences and itinerary standards, ranging from 3-star to 5-star-plus.
• Provide proactive check-ins, practical tips and relevant local insights.
• Identify opportunities to enhance the guest experience without unnecessary costs or operational complexity.

Coordination & Problem-Solving

• Liaise with suppliers, guides and transport providers to resolve issues during travel.
• Assist with timing changes, confirmations and minor itinerary logistics.
• Respond quickly to missed transfers, supplier delays and service concerns.
• Obtain the necessary approval before incurring additional costs and confirm payment responsibility.

Escalation & Reporting

• Escalate matters outside the role’s scope to Reservations or Management with clear, accurate information.
• Track interaction volumes, response times against service standards and the nature of client requests.
• Identify recurring issues and opportunities for operational improvement.
• Assist with post-trip feedback collection where required.

Requirements

• Grade 12
• A formal travel & tourism qualification
• At least 2+ years in a travel support position
• Excellent written communication and interpersonal skills.
• A professional, calm and solution-focused approach to client support.
• Strong organisational skills and attention to detail.
• Ability to coordinate with suppliers, guides and transport providers.
• Good judgement when resolving issues and escalating concerns.
• Confidence using WhatsApp and maintaining accurate communication records.
• Ability to tailor recommendations to different traveller profiles and service expectations.
• Commercial awareness and respect for approval procedures and cost controls.
• A proactive approach to improving the traveller experience.