Concierge

Concierge

Elevate Traveller Experiences. Shape Unforgettable Journeys.

If you’re the kind of person who thrives in the heart of the action — solving problems gracefully, anticipating needs before they arise, and delivering service that feels effortless, warm, and deeply human — this role is your next adventure.

We’re looking for a
Southern Africa Concierge
who becomes the trusted in-country anchor for international travellers exploring the region. You’ll be the calm voice, the local expert, the logistical magician, and the person who turns a great trip into an exceptional one.

This is your chance to work at the intersection of luxury travel, real-time client care, and experience design — all while building a reputation as the go-to expert for seamless journeys across Southern Africa.

• You become the traveller’s lifeline — the person they trust most while in-country.
• You work independently, with autonomy and authority, making real-time decisions that shape someone’s once-in-a-lifetime trip.
• You build deep expertise in Southern Africa’s best restaurants, hidden gems, and local insights.
• You influence guest satisfaction, NPS, and repeat business — your impact is visible and measurable.
• You collaborate with top-tier suppliers, guides, and luxury travel partners.
• You grow your career in high-end travel operations, crisis management, and guest experience strategy.
• You get to be the hero behind the scenes, ensuring every journey feels smooth, safe, and beautifully curated.

Client Support & Communication

• Serve as the primary Whats App contact for travellers throughout their stay.
• Respond quickly, accurately, and with warmth — no matter the situation.
• Clarify itineraries, assist with logistics, and keep travellers informed.
• Maintain a calm, solution-driven tone that reassures and builds trust.

Experience Enhancement

• Offer curated recommendations aligned to the traveller’s profile and itinerary level (3–5+).
• Add thoughtful touchpoints that elevate the journey without adding cost.
• Share local insights, tips, and suggestions that make the trip feel personal and special.

Coordination & Problem Solving

• Liaise with suppliers, guides, and transport teams to resolve issues smoothly.
• Manage timing changes, confirmations, and small logistical adjustments.
• Act fast when disruptions occur — missed transfers, delays, service issues — and escape when needed.

Escalation & Risk Management

• Know when to act and when to elevate to management or reservations.
• Provide clear, timely, well-documented escalations with accurate information.

Communication Standards

• Maintain a warm, professional, brand-aligned tone at all times.
• Personalize communication using client details and travel context.
• Document all interactions through approved communication channels.

Reporting & Feedback

• Track interaction volumes, response times, and request types.
• Identify recurring issues and opportunities for operational improvement.
• Support post-trip feedback collection.

To thrive in this role and deliver the level of care travellers expect, you’ll bring:

• 3–5 years’ experience
  in a relevant guest-facing, travel, hospitality, or concierge-style role
• Exceptional communication skills
  , especially written and Whats App-based communication
• A calm, composed, solution-oriented mindset
  — even when things get messy on the ground
• Strong judgment
  : knowing when to act, when to elevate, and how to balance guest experience with operational realities
• Proven problem‑solving ability
  , with experience coordinating suppliers, transport, guides, or service providers
• High attention to detail
  , ensuring accuracy in logistics, timing, and itinerary interpretation
• Digital fluency
  , especially with Whats App, shared communication channels, and basic reporting tools
• A passion for Southern Africa
  , its destinations, culture, food, and hidden gems
• The ability to work independently
  , make quick decisions, and manage multiple conversations at once
• A service mindset
  , always looking for ways to elevate the experience without adding cost or complexity
• Reliability and accountability
  , with consistent documentation and clear communication trails

If you meet these requirements and love being the person who makes everything run smoothly… this may be your role.