Concierge Specialist - Paarden Eiland

HotelJobs; South Africa; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Inbound Safari Travel Company in Paarden Eiland seeks a proactive Concierge Specialist to join Reservations. You will provide personalised, real-time support to independent travellers, ensuring a seamless travel experience while maintaining cost controls.

Hybrid working offered. You will coordinate with suppliers, guides and transport providers, tailor recommendations to traveller needs, and handle enquiries with a professional, customer-focused approach.

Qualifications

• 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.

Responsibilities

• 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 and personalize communication.
• Coordinate 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 approval before incurring additional costs and confirm payment responsibility.
• Escalate matters outside the role's scope with clear information and track interactions for service standards.
• Identify recurring issues and opportunities for operational improvement; assist with post-trip feedback when required.

Skills

Written communication

Interpersonal skills

Organisational skills

WhatsApp proficiency

Problem solving

Attention to detail

Supplier coordination

Cost control

Customer service

Proactive approach

Job description

Inbound Safari Travel Company based in Paarden Eiland is looking for a proactive and client-focused Concierge Specialist to join their Reservations team. The successful candidate will provide personalised; real-time support to independent travellers throughout their journeys, ensuring a seamless travel experience while maintaining operational efficiency and cost control .

Hybrid working offered.

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:

• 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.