Jobs at Wilderness

PRIMARY PURPOSE

• To deliver exceptional service to all Wilderness guests in Nairobi and strive to ignite and elevate our DMC offering by adding value to the guests journey during their time in Nairobi.
• Fulfil this guest-centric role with passion, enthusiasm, knowledge while facilitating streamlined trips as guests arrive or depart on their life changing journey with us. Aim to deliver a safe and memorable trip for all.
• The incumbent should be dynamic, punctual, knowledgeable on Kenya from the history/culture to logistics and Associated partners with a focus on strong communication and high EQ/people skills.

This position is based in Nairobi.

Detailed Responsibilities
General

• Maintain high service delivery within the touring team, operating according to and in compliance with – WS standards of operations, company policies and procedures, and WS code of conduct.
• Build strong relationships with our AP suppliers ensuring their delivery on touring activities and ensure all journey’s run smoothly.
• Deal promptly, efficiently, and pleasantly with all guest queries, aiming to promptly resolve any complaints or concerns whilst with guests. Report back efficiently to Touring Ops manger with the details for analysis, and what solutions were implemented, and aim on continuous improvement towards guest satisfaction and thus positively impacting guest's future travel.
• Where necessary, work closely with Guest Ops, GELs, Res Managers and mainly Emergency Afterhours teams to resolve changes and incidents to bookings, be available at all hours to assist After Hours with queries/customer complaints etc.
• Work closely with the Wilderness24 incident management team should one of our guests be negatively impacted by an event/issue. Flag and raise any concern around a hazard or incident raised by the guest and not reported elsewhere with Wilderness24. Follow the W24 procedures and be available where necessary once incidents are at play.
• Be an accountable team player who is reliable and punctual and taking initiative. Passionately living the Wilderness Way and act as a Wilderness ambassador whilst also adhering to country overland rules.
• Sharing knowledge with guests – reading guests and determining the interest, ensuring that you stay up to date with recent affairs, including basic knowledge of World Geography and cultures.

Vehicles & Equipment

• Ensure vehicles are properly maintained, cleaned and appropriately equipped for the relevant tour / transfer. Be sensitive to the impact out transfer activities have on the environment and when driving a vehicle, do this in the most responsible manner. When you collect one of our vehicles check that it is clean (inside & out) and check for any previous damage. REPORT ANY NEW DAMAGE to the Touring Ops Manager as soon as possible.
• Ensure the correct branding for allocated tours and procedures are followed so the guests feel the continuous harmony of booking with all Wilderness brands. 
• Ensure correct stock of on-board equipment and consumables are correct i.e. emergency kits, maps, tissues, snacks, water, fire extinguishers, etc.
• Maintain vehicle quality, cleanliness, driving permits and all guiding qualifications are adhered to which culminates into seamless service delivery through efficient and professional engagement with guests and ensuring the delivery remains high touch.
• Assist with any other vehicle related matters raised by the Touring Ops Manager and ensure qualifications and licenses are kept up to date and service delivery protocol followed.
• Ensure efficient fuel consumption to reduce costs as much as possible but not compromising our high service level. Write up end km’s in the driver’s logbook, and ensure all paperwork is completed and returned to the travel shop within one week of completion of the tour.
• Ensure the WIFI’s are in good working order.
• Ensure copy of the touring diary is working on phone calendar and RT & phones & weekly printout are followed and any points of improvement communicated welcomed as we implement this new system.
• Manage transfer changes when flight details change with guests directly and communicate all changes to relevant travel shop teams.
• Assist with transfers for WS staff and Agent educational where necessary.
• Wilderness prides itself it is providing the very best experiences in Africa for discerning as a conservation company we therefor expect our guides to dress appropriately and conduct themselves in a manner befitting our high standards and conservation ideals.
• For transfers, retain the airport parking and petrol slip, insert them into an envelope and hand in to depot staff during office hours – do not leave them in the vehicle (include your name, date of transfer and guest names on envelope). Tour petrol slips and airport parking receipts to be included in your tour paperwork.

Guest Experience

• When possible, reconfirm tour or transfer pick up times my phone and be flexible to change as per guests' requests, ensuring future experiences or connections are not compromised.
• All clients to be escorted to the check-in desk where possible, and only drop off and go allowed where not permitted - either at the hotel or the airport.
• Take care in ensuring you collect the right guests when doing transfers. If something doesn’t quite feel right (i.e. different number of pax to your paperwork) check with the travel shop and report any concerns with your line manager.
• Should you be running late for activities, lunches or confirmed service not be possible, it's imperative that you inform the supplier in good time if you are running late or wish to cancel. We work hard to build up good relationships with suppliers and not keeping them informed will erode this.

CANDIDATE PROFILE

Qualification:

• Minimum KPSGA Bronze level 
• Minimum 3 years transfer driver in Nairobi
• Diploma in Tour Guiding
• TRA Valid License
• Certificate of good conduct 
• Valid Driving License

Experience:                   

• 5 years’ experience in ground handling, with ideally at least three at Wilderness/Governors is an advantage. Computer Literacy is a key requirement (Microsoft Office, email, Internet). Proven English literacy. Good destination knowledge East Africa. Personal or educational work/travel experience in hospitality is advantageous. Excellent attention to detail is required.

Skills:           

• Flexible in response to changing priorities and needs. A self-starter who is highly motivated and extremely resourceful in ever-changing situations. Be able to Communicate in a respectful and well-understood fashion.

Personal Abilities:

• Service and result orientated with excellent communication skills, multiple languages spoken an advantage. Ability to work under pressure without compromising service delivery. Ability to pace oneself and prioritize demands to remain result orientated. The successful candidate should have great people skills and be a team player with the ability to interface with various departments. Consistent approach to quality of output and high levels of integrity.
• Key attributes include reliability, discretion, and confidence.

Interests:                        

• A passion for wildlife and a commitment to sustainability and conservation.

Closing Date 19 April 2024

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PRIMARY PURPOSE

• To generate and grow sales whilst maintaining required GP%, great agent relationships and high-level customer service by offering world-class itineraries to exceed agent & guests' expectations.
• To secure, cost and present product to the agent/guest accurately, efficiently, timeously by creating inspirational luxury travel. Have an excellent knowledge and good geographical understanding of all Southern and East African destinations as well as day-to-day regional logistics.

This position is based in Nairobi.

Detailed Responsibilities
Develop Relationships with Agents

• Liaise with the Reservations Manager on sales potential and any development on the agent relationship for all bookings.
• Continuous communication and excellent service delivery to agents at all times with turnaround times of responding to quotes within 24 hours.
• Build relationships with agents based on trust and support, knowing their business trends and guests needs, ad hoc attending relevant familiarization trips with agents (if and when required).

General

• Keep Agents’ booking information updated in the ARM (likes/dislikes – booking habits etc.) Actual Agent Contact information will be updated by Sales/Reservations Operations Managers.
• Keep updated with all Wilderness Safaris (WS) and 3rd party product (AP), as well as technology updates.
• Streamline operational negotiations by also reducing dead beds, waitlist chasing and maximizing camp operations role to create those life changing journeys for guests.
• Liaise with RARA if rates, accommodation, transit points and activities are not loaded or correctly linked on the WW.
• Attend all WS and AP training on a weekly basis, this knowledge facilitates exceeding expectations and accuracy in the booking process. (East Africa specific)
• Keep apprised of company policies, procedures and system updates.

Quoting bookings - Design, develop and plan guests' Journeys

• Quote accurately and timeously keeping in mind our strategic and preferred AP and upsell where possible to benefit both WS and the agent ensuring relevant information is obtained from the ARM prior to quoting.
• Stipulate and utilize applicable specials in the WW and make appropriate notes as required as per AP’s systems and procedures.
• For special needs/high risk guests, follow the customer care protocol to ensure the guests are safe to travel in the planned journey.
• Work with the Yield team on maximizing out bed nights and margin per booking.
• Understand the agents/guests needs in each booking, if email does not help clarify then call the agent.  Design itineraries around company guidelines and product knowledge e.g. area, variety, product status and service consistency in accommodation standard, distances travelled and time saving aspects.
• Follow up on all outstanding provisional bookings with the agents, consistently understanding the yield implication of provisional space held.
• Follow up on daily WISH/WW expiry reports with Agents ensuring no bookings are auto released and bookings are managed effectively.
• Maintain booking file (electronically) incl. Agent correspondence, AP correspondence, costings, invoices & credit notes and updated booking file cover/summary and ensure all documents can by uploaded to the WW by the Operations Specialist.
• Measure sales and GP% per agent in conjunction with Sales, identifying variations and maintaining good GP’s per booking.

Confirm Bookings in accordance with Company procedures

• Once an agent confirms a booking in writing, a deposit invoice is to be sent and booking handed over to the Operations Specialist to action - Once payment is receipted, confirm all services required and to cancel those services not needed in the system and relevant AP provider.
• Create the automated deposit invoice timeously including all services that are confirmed and need to be delivered in accordance to the agents agreed T&Cs, ensure bookings are not exposed on the TFS reports.
• As per WW booking process hand over to Ops specialist assigning the fil with already updated details like names, all supplier documents and confirmation to agent uploaded.
• Credit card payments - ensure that the links from the finance team are correct and send onto the Agent.  All information to be sent to the Operations team to follow up and finalize the payment with finance. All debt collection main responsibility sits with the TD, Ops specialists to assist in chasing only
• Ensure that the deposit requirements in the WW match what the AP advises on the quote to mitigate exposure risk in each booking.
• Process any additional changes/updates after confirmation to the itinerary.
• All bookings need to be recalculated to ensure the VAT is correct when doing the final invoice.
• Identify and obtain all relevant information for passing a credit note as required and authorized with Reservations Operations Manager. Ensuring this been applied correctly.
• Confirm that all services not required have been cancelled by the Operations Specialist prior to invoicing final invoice.
• Highlight all VIP guests to the relevant Managers (reservations and sales) once qualified and advise on reasoning for VIP status.
• All required travel information to be obtained from the Agent and sent to the Operations Specialist e.g. bed configuration, dietaries, ages of children, group dynamics and any other additional information from the agent.
• Review guest travel docs completed in conjunction with the operations team support and ensure details are correct prior to sending out to the agent.

CANDIDATE PROFILE

Qualification:

• Diploma in Travel & Tourism/Hospitality 
• KCSE– with maths (minimum standard grade or above) 

Experience:                    

• 4-5 years’ experience at a Senior level.
• Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.
• Computer Literate (Microsoft Office, email, Internet)
• Proven English literacy.
• Working knowledge of Tour Plan or similar booking/operating system.
• General product knowledge on East Africa, Southen Africa will be an added advantage.
• Personal or educational travel experience advantageous.
• Excellent attention to detail.

Skills:           

• Excellent communication skills both written and oral, in English.
• Foreign language skills advantageous

Personal Abilities:

• Creative, organized and good communication skills. Ability to work under pressure without compromising accuracy. Ability to pace oneself and prioritize demands. Team worker and ability to interface with various departments. Good follow up skills. Consistent approach to quality of output, service and result orientated. Good administrator and professional in all dealings. Dedicated to customer satisfaction and wanting to “go the extra mile”. Self-starter with high energy levels.

Interests:                        

• A passion for wildlife and a commitment to sustainability and conservation.