Purpose of the Job

To represent the company and provide a meet & greet and concierge service to travellers.

Scope

To represent the company in accordance with the standards and requirements.

PRINCIPLE ACCOUNTABILITIES & RESPONSIBILITIES

Meet and Greet

• To meet and greet travellers at Cape Town International Airport
• Ensure that signage for travellers is presentable and visible to arriving travellers
• Escort travellers to their vehicles and/or accompany guests to place of accommodation
• Assembling Group travellers and escorting groups to their vehicles

Customer Service

• Prepare personalized welcome documentation for travellers including 24-hour emergency contact details
• Meet with travellers within 24 hours of their arrival at their place of accommodation (within reason) and brief travellers on their itinerary
• Check services booked and reconfirm where necessary
• Receive and resolve any complaints from travellers
• Manage calls received on the 24-hour emergency contact
• Provide support to travellers throughout their journey
• Provide support in case of accidents and sickness

Concierge Services

• Gain an understanding of the travellers’ needs
• Suggest appropriate activities, restaurants and excursions
• Arrange gifts for special occasions
• Manage and resolve client complaints
• Provide support in case of accident/illness of travellers
• Manage emergency support phone 24/7

Administration

• Full understanding and follow-through of all divisional procedures and policies
• Submit timeous reports as requested and adhere to deadlines
• Maintain complete confidentiality with all company intellectual capital

Teamwork

• To build and maintain good relationships within the team
• Pro-actively get involved
• Assist in areas of expertise
• Flexibility to assist colleagues out of normal office hours, when and if required

Learning and Development

• Continuously develop product knowledge, attend industry events / seminars / conferences, and participate in supplier workshops, educationals and trade shows
• Keep abreast of industry trends
• Attend all internal training interventions

Values

• Passion – Energy and Excitement and enthusiasm in all we do!
• Innovation – Our desire to make changes by introducing new methods, ideas or product for the benefit of all stakeholders
• Respect – I value myself and others (stakeholders), the environment and diversity that surrounds me daily
• Environment – Our responsibility to the natural world and the impact we have on its condition
• Integrity – Our consistency and honesty based on making decisions, regardless of the situation or consequence
• Diversity – Believe in Difference *Value Difference *Age, Gender, Race, Religion, disability or sexual orientation
• Stakeholder Driven – Our accountability and responsibility towards anyone that affects or is affected through our actions

Qualifications and Expertise

• Matric / Grade 12
• Previous Guiding experience would be an advantage
• Strong knowledge of the city and surrounds, as well as activities and entertainment available
• Knowledge of TDM products
• Knowledge of the company's policies and procedures
• Fluency in German and English is essential
• Ability to negotiate with suppliers for availability & special services
• Good South African and Regional geographic knowledge

COMPETENCY REQUIREMENTS: PERSONAL & TECHNICAL

• Must be presentable in terms of appearance
• Attention to detail is essential
• A mature approach when dealing with people
• Confidentiality, tact, and discretion when dealing with people
• Excellent planning and organisational skills
• Good verbal and written communication skills
• Integrity and Honesty
• Good interpersonal skills
• Good Problem-solving skills
• Negotiation and liaison ability
• Research skills

Our client is a global travel management business with an African soul, committed to their people, customers and suppliers by providing exceptional quality, service and value.