Job Title: Guest Experience Afterhours Liaison

Company: Wilderness

Location: Kenya

Job Type: Full Time

Primary Purpose

To provide emergency after-hour assistance outside office trading hours, over weekends and public holidays. To assist with any last-minute changes and amendments to bookings and to ensure these are resolved timeously and that all the relevant parties are kept informed throughout the guest journey.

Detailed Responsibilities

1. General

• Handle all emergency calls received after hours, over weekends, and public holidays during a guest stay.
• Assist with Guest Experience Liaison services and messaging guest/agents with any during travel request.
• Be the point of contact for all emergency services for any Voluntary or Involuntary changes within a guest journey. Such as missed/delayed flights, lost or stored luggage, any service that cannot be provided due to forced Majeure circumstances, amendments/cancellations to accommodation, activities, and/or transfers.
• Make last-minute changes or bookings in the Wilderness Window for Wilderness and/or 3rd party suppliers.
• Assistance to Wilderness24 for guests who have any medical requirements, illness, or injuries.
• Contact suppliers in writing to secure or cancel relevant services per requirements.
• Share all ongoing and updated feedback as and when the emergency unfolds, keeping all relevant stakeholders informed either telephonically or via email.
• Build and maintain close relationships with various stakeholders throughout the business. i.e. Regional Guest Operations teams, camp staff, reservations teams as well as AP suppliers.
• Work closely with the Customer Service Liaisons, Guests Experience Liaisons, Data Analyst and Reservations and Sales teams in various travel shops within the business.
• Keeping a call log off all emergency services handled with a breakdown of events and how they were resolved. Incorporate relevant feedback into the Wilderness Window.
• Pull a trend analysis report form to share with various stakeholders within the business
• Provide a telephonic service to the agent, guests and suppliers afterhours. Active work duty from 07h00 - 08h30 and 17h00-22h00 Monday to Friday. On weekends and public holidays active duty between 07h00-22h00.
• Work as a cohesive team with varied shifts during rostered hours during the week, weekends and public holidays.
• Ensure all modes of communication required to provide an efficient service are operational and in working order.
• Attend training throughout the year on either product or training initiatives.
  2. Financial Procedures
• When making any last-minute changes to reservations for guests outside of the booked itinerary, we need to ensure that any additional services paid are quoted at our Recommended Selling rates only.
• Inform guests of any costs incurred for itinerary changes and that they are to settle direct for these additional services.
• Book space on a provisional basis, advise the relevant Business unit and hand over to Travel Designer to handle the confirmation process.
• If services are cancelled, advise that 100% cancellation fees apply and their Travel Designer will direct all concerns via the agent and negotiate where possible to reduce costs all round.
• No discussions on refunds with any guest directly, these types of questions must be directed to the appropriate Reservations Manager.
  

• High Impact Incidents – work closely with our Wilderness24 team.
• Should additional services need to be booked and requested by the Wilderness24 team, the Guest Experience Afterhours Liaison will provide support and assistance with any on the ground changes, during travel.
• Handle customer complaints efficiently and expediently and work closely with all teams during travel,

• Qualification: Matric certificate – with maths (minimum standard grade or above)
• Tertiary certificate in Travel & Tourism
• Experience: 3-5 years of experience at a senior level in Reservations
• 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 – written and verbal.
• Working knowledge of Tourplan, Wilderness Window or similar booking /operating system.
• General product knowledge on Southern and East Africa
• Personal and work travel experience in Southern and East Africa

• Excellent communication skills both written and oral, in English.
• Foreign language skills advantageous
• Excellent telephone skills, professional, helpful, and friendly whilst under pressure.
  
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• Works well under pressure, especially in crisis situations, whilst remaining calm and still delivering superior service.
• Team worker with the ability to interface with various departments.
• Passionate and creative in service offering, dedicated to customer satisfaction, and wanting to “go the extra mile”.
• Self-starter with high energy levels.

Posted: 12/08/2025