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.
Why This Role Is Exceptional
- 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.
What You’ll Do
Client Support & Communication
- Serve as the primary WhatsApp 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 escalate when needed.
Escalation & Risk Management
- Know when to act and when to escalate 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.
Requirements – What You Bring
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 WhatsApp-based communication
- A calm, composed, solution-oriented mindset — even when things get messy on the ground
- Strong judgment: knowing when to act, when to escalate, 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 WhatsApp, 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.
