Guest Experience Specialist

Kendrick Recruitment; Cape Town; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A leading African Safari & Tours Company in Cape Town is seeking a Guest Experience Specialist to enhance guest experiences and support travel agents. This role requires strong crisis management skills, excellent communication, and a passion for luxury travel. Candidates should have at least 5 years of experience in safari operations or luxury hospitality. The position offers a salary of R30,000 per month and involves shift-based 24/7 coverage with remote working options available.

Benefits

Remote working options

24/7 coverage with rotational roster

Training and development programmes

Qualifications

• 5+ years experience in travel safari operations or luxury hospitality.
• Strong crisis management skills under pressure.
• Excellent written and verbal communication skills.
• Fluency in English; additional languages advantageous.

Responsibilities

• Serve as the first point of contact for travel agents after-hours.
• Respond rapidly to in-safari issues.
• Deliver personalized touches on behalf of agents.
• Handle itinerary changes and special requests.
• Monitor VIP and high-touch itineraries in real time.

Skills

Crisis management

Excellent communication

Detail-oriented

Collaboration skills

Tech-savvy

Problem-solving

Tools

CRM software

Instant communication tools

Job description

Guest Experience Specialist African Safari & Tours Company Cape Town

Kendrick Recruitment is seeking a professional and proactive Guest Experience Specialist to join a leading African Safari & Tours Company based in Cape Town. This role offers a salary of R30000 per month (negotiable depending on experience) and provides a unique opportunity to enhance guest experiences while supporting travel agents and operational teams.

The ideal candidate will have strong crisis management skills, excellent communication, and a passion for luxury travel and safari operations.

Key Responsibilities – Agent-Centric Support

• Serve as the first point of contact for travel agents after-hours, providing accurate, swift and empathetic responses.
• Manage agent-only channels including hotline, WhatsApp and Live Chat.
• Follow strict agent-first communication protocols, contacting guests directly only when safety or urgency requires.

Key Responsibilities – Crises & Emergency Management

• Respond rapidly to in-safari issues such as flight disruptions, lodge changes, weather events or medical needs.
• Provide same-day incident reports to agents outlining actions taken and recommended recovery measures.

Key Responsibilities – Guest Experience Enhancement

• Deliver surprise-and-delight touches on behalf of agents including personalised notes or special experiences.
• Ensure all guest-facing interactions are white-labelled to match the agent’s tone and brand style.

Key Responsibilities – Operational Partnership

• Handle itinerary changes, special requests and rooming issues outside standard hours.
• Collaborate with Booking Ops and Product teams to proactively manage operational disruptions.

Key Responsibilities – Proactive Trip Monitoring

• Track VIP and high-touch itineraries in real time, providing agents with proactive updates.
• Flag potential service issues before they impact the guest experience.

Qualities & Experience

• 35 years experience in travel safari operations or luxury hospitality (DMC or agent support experience preferred).
• Strong crisis management and problem-solving skills under pressure.
• Excellent written and verbal communication skills with adaptability in tone and style.
• Tech-savvy with experience using CRM and instant communication tools.
• Fluency in English; additional languages advantageous.
• Proactive, detail-oriented, diplomatic and discreet.
• Strong collaboration skills to work across time zones.

Work Practices & Conditions

• Promote the company’s reputation and values in all external and internal interactions.
• Uphold high standards of service quality and professionalism at all times.
• Attend staff events, training and development programmes as required.
• Shift-based 24/7 coverage including nights, weekends and public holidays.
• Rotational roster to ensure continuous service across regions.
• Remote working options available with stable internet and secure workspace.
• Occasional travel to properties or partner locations for training or familiarisation.

This is an exciting opportunity for a dedicated hospitality professional to play a key role in enhancing guest experiences and supporting a world-class safari and tours operation.