Guest Experience - Africa

Candidates located outside the United States will be engaged under an independent contractor agreement. You will be responsible for managing your own social security and taxes in accordance with the regulations of your home country. Please take this into consideration before applying.

Job Summary:

The Africa Concierge is the dedicated in-country liaison, providing unparalleled high-touch service to our luxury clients from the moment of their arrival. This role is crucial for ensuring guest comfort, addressing on-ground needs, and proactively resolving any in-country challenges. Beyond direct guest support, the Africa Concierge also plays a vital role with real-time service confirmations. This position embodies our commitment to seamless, personalized luxury travel and continuous operational excellence.

Key Responsibilities

1. In-Country Guest Support & High-Touch Service:

• Pre-Trip Departure: Send VIP emails to vendors advising clients arrival, special celebrations, welcome notes, and dietary requirements.
• Internal Flights: Book regional flights, make flight changes, re-issue tickets when flights have been cancelled using Amadeus.
• Welcome & Arrival: Send Whats-App welcome message to guests upon their arrival.
• On-Ground Assistance: Be the point of contact for guests during their trip, proactively assisting with any ad-hoc requests, unexpected changes, or on-ground adjustments to their itinerary.
• Proactive Well-being Checks: Regularly contact properties and DMCs to confirm all is well with the guests, ensuring their comfort and satisfaction throughout their journey.
• Personalized Service: Offer tailored recommendations and assistance for dining, activities, and local experiences based on guest preferences and real-time opportunities.
• Guest Feedback Collection: Actively solicit and collect feedback from guests during and after their trip, sharing valuable insights with the relevant Booking Owner to inform future service improvements.

2. Operations & Logistic Support:

• Real-time Service Confirmations: Requesting, Costing, Confirming, Invoicing, additional services requested by agents or guests while in-country, including last-minute restaurant reservations, spa bookings, and activity adjustments.
• DMC & Local Partner Liaison: Work closely with DMCs and local partners to facilitate seamless guest experiences and quickly resolve any on-ground operational needs.
• Resource Coordination: Leverage local knowledge and relationships to confirm availability and secure bookings for various services.
• 3. Emergency & Crisis Management (In-Country):

• On-Call Availability: Be available on an assigned on-call rotation to respond to and coordinate in-country emergencies (e.g., medical incidents, unexpected travel disruptions, safety concerns).
• Rapid Resolution: Act swiftly to coordinate with DMCs, local partners, and emergency services to ensure, quick resolution of any in-country crises.
• Communication & Escalation: Maintain continuous communication with the Booking Owner, DMC, Agent, and Guests, and relevant internal teams, providing timely updates and escalating critical situations to the appropriate level of management.

Key Skills and Qualifications

• Extensive Africa Destination Knowledge: In-depth, firsthand knowledge of multiple key African luxury travel destinations, including accommodations, activities, logistics, and local nuances.
• Exceptional Customer Service: Proven ability to provide a high-touch, personalized, and empathetic service experience to discerning luxury travelers.
• Crisis Management & Problem-Solving: Demonstrated capability to remain calm and effective under pressure, swiftly identify issues, and implement sound solutions in real-time emergency situations.
• Strong Communication (Written & Verbal): Excellent interpersonal skills for engaging with guests, DMCs, local partners, and internal teams. Fluent in English (professional to native written and verbal skills).
• Resourcefulness & Proactiveness: Ability to anticipate needs, act on initiative, and leverage local networks to secure services and resolve challenges efficiently.
• Highly Organized & Adaptable: Capable of managing multiple dynamic tasks, prioritizing effectively, and adapting quickly to unforeseen circumstances in a fast-paced environment.
• Tech-Savvy: Comfortable using communication platforms, CRM systems, and internal databases for record-keeping and information sharing.
• Team Collaboration: A strong team player who thrives in a collaborative environment and is eager to support both guests and internal operational teams.
• Flexibility & On-Call Availability: Willingness to work flexible hours, including evenings, weekends, and be available for on-call duties to support travelers in different time zones.
• Previous Experience: Prior experience in a concierge role, guest relations, luxury hospitality, or in-country operational support within the travel industry is highly desirable.
• Resides in South Africa (or another key African hub as appropriate for the company's operational base).