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Job Summary
Inbound DMC based in Cape Town is looking for a Travel Concierge. The Concierge is responsible for delivering a seamless; responsive ; and personalized support experience to FIT travellers while they are in country. The role acts as a real-time extension of the brand during travel, ensuring clients feel supported; informed ; and cared for throughout their journey, while protecting operational efficiency and cost control. The objective is to enhance the overall client experience ; strengthen partner confidence ; and contribute to improved guest feedback and repeat business. Hybrid working offered. Duties: Client Support & Communication: Act as the primary in-country contact for travellers via WhatsApp. Provide timely, accurate, and helpful responses to client queries during travel. Support clients with itinerary clarification, logistics, and general assistance. Maintain a calm, solution-oriented approach in all interactions. Experience Enhancement: Provide curated, relevant recommendations (restaurants, activities, local insights) aligned with the client profile and itinerary level Proactively enhance the journey through thoughtful touchpoints (e.g., check-ins, tips, local insights). Identify opportunities to elevate the experience without adding cost or operational complexity. Coordination & Problem Solving: Liaise with suppliers, guides, and transport providers to resolve on-the-ground issues Support adjustments such as timing changes, confirmations, and minor logistical coordination. Act quickly on disruptions (missed transfers, supplier delays, service issues) and escalate where required. Escalation & Risk Management: Identify situations outside of scope and escalate to Reservations/Management as required. Ensure all escalations are clear, timely, and supported with accurate information. Maintain clear judgment on when to act vs when to escalate. Communication Standards: Maintain a professional, warm, and brand-aligned tone at all times. Personalize interactions using client details and travel context. Ensure all conversations are clearly documented and traceable by solely using PS approved communication channels Reporting & Feedback: Capture recurring issues, trends, and opportunities for operational improvement Support post-trip feedback collection where applicable. Requirements: Grade 12 A formal travel & touring qualification At least 2 – 3 years’ experience in a travel support role, inbound travel preferred A background in hospitality or customer service, proficiency in booking tools Excellent communication skills, ability to remain calm under pressure, and quickly resolve logistical issues Computer literate, Tourplan will be an advantage Ability to use AI tools (such as ChatGPT) and messaging platforms like WhatsApp Outstanding problem-solving skills, active listening, and the ability to maintain an empathetic, VIP-level tone even when travel plans abruptly change. Fluency in English is essential
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