Assistant Manager of Global Concierge

SUMMARY:
The service will include a pre-, during and post travel support

POSITION INFO:

&Beyond is built, almost entirely, on the strength of remarkable people who give passionately to their roles, work tirelessly, and have the guest experience at the core of their focus daily and care of the sustainability of our communities and environment.  Every single ‘&Beyonder’ makes a huge difference to our success and our contribution to the world, regardless of their role or function. For this reason we choose ‘&Beyonders’ very carefully – they are the strength and the future of this company.

BRIEF:

andBeyond Global Concierge:  A personal, bespoke global ‘access platform’ for direct, indirect guests and travel partners to provide a paid for bespoke service to guests travelling with &Beyond in Africa and provide information, assist with travel support during travel with &Beyond.

The service will include a pre-, during and post travel support ensuring guests and trade partners receive a bespoke and care free travel experience. The in country support service will operate seven days a week.

KEY OUTPUTS:

• Upholding the values of &Beyond ... Care of the people, Care of land and Care of the wildlife
• Calm and professional communication skills in order to service travel partners, direct and indirect guests
• Consistent and clear communication with trade partners, direct and indirect guests, sales teams, preferred supplier partners and colleagues where required
• Proactive selling of the &Beyond Africa products and services ensuring the best suitable safari
• Meets people and responds to a variety of situations with poise, patience, and discretion
• Must have patience, tact, a cheerful disposition and enthusiasm, as well as a willingness to serve 
• Have a strong knowledge of &Beyond and the regions and territories it operates
• An independent, curious and “can do it” nature

ADDITIONAL DUTIES:

• Attend and participate in continuing educational programs and training webinars
• Support and Assist other departments and offices during leave cycles

QUALIFICATION REQUIRED:

• High School Qualification, 3 year University/College Qualification advantageous
• 4 years Tour Operator Experience as a Travel Consultant with preference to individuals who have worked in a Lodge Management Experience, Concierge Service Experience or Groundhandling Experience
• Team Leader or Manager Experience in a Hospitality Environment

KNOWLEDGE REQUIRED:

• An in-depth knowledge of Operating Systems Advantageous (Tourplan/NX, WETU, &Beyond Guest Information System - training provided)
• Good destinations knowledge of Southern Africa and/or East Africa preferable
• A willingness and aptitude to learn

SKILLS REQUIRED:

• Experience with multi-currency with an understanding of the principles of foreign currency
• Working in an orderly manner
• Must possess multi-tasking skills with constant interruptions
• Must readily resolve challenges to the satisfaction of guests and travel partners.  If not able to resolve, take ownership to ensure it gets to the appropriate person/department for assistance
• Customer Service and Relationship focused
• Working under pressure 
• Good Problem Solving skills
• Able to lead a team remotely

PERSONAL ATTRIBUTES:

• An understanding of the constant changing working environment
• Diligent self-starter, with a high level of attention to detail
• Results focused, but willing to work with diverse personalities in a challenging environment
• Generate and maintain a positive momentum and high levels of productivity
• Maintain social, ethical, organisational and professional norm
• Keen willingness for ongoing personal development
• Excellent communicator
• Team player who works productively with wide range of people, including operating from a remote location

Please speak to your manager before making your application.

We reserve the right to not make an appointment.