Traveller Support & Communication:
- Act as the primary in-country contact for travellers via WhatsApp and approved company communication channels.
- Respond promptly and accurately to travel queries, itinerary questions and logistical requests.
- Maintain a warm, professional and reassuring approach.
- Personalise communication according to each traveller’s itinerary and requirements.
- Keep all conversations clearly documented and traceable.
Experience Enhancement:
- Recommend suitable restaurants, activities and local experiences aligned with traveller preferences and itinerary standards, ranging from 3-star to 5-star-plus.
- Provide proactive check-ins, practical tips and relevant local insights.
- Identify opportunities to enhance the guest experience without unnecessary costs or operational complexity.
Coordination & Problem-Solving:
- Liaise with suppliers, guides and transport providers to resolve issues during travel.
- Assist with timing changes, confirmations and minor itinerary logistics.
- Respond quickly to missed transfers, supplier delays and service concerns.
- Obtain the necessary approval before incurring additional costs and confirm payment responsibility.
Escalation & Reporting:
- Escalate matters outside the role’s scope to Reservations or Management with clear, accurate information.
- Track interaction volumes, response times against service standards and the nature of client requests.
- Identify recurring issues and opportunities for operational improvement.
- Assist with post-trip feedback collection where required.