Job Description

Concierge – Southern Africa

Location: Cape Town

Employment Type: Full-time

Reporting to: Operations Manager / Reservations Manager

Overview

An exciting opportunity exists for a client-focused and service-driven Concierge to join a leading luxury Destination Management Company specialising in tailor-made travel experiences across Southern Africa.

This role is responsible for delivering a seamless, personalised, and responsive support experience to FIT travellers while they are travelling. Acting as the primary in-country point of contact, the Concierge ensures guests feel supported, informed, and cared for throughout their journey while maintaining operational efficiency and protecting service standards.

The successful candidate will have exceptional communication skills, a passion for hospitality, strong destination knowledge, and the ability to resolve challenges calmly and efficiently in a fast-paced luxury travel environment.

Key Responsibilities

Client Support & Communication

• Act as the primary in-country contact for travellers via WhatsApp and approved communication channels.
• Respond promptly, professionally, and accurately to guest enquiries throughout their journey.
• Assist guests with itinerary clarification, travel logistics, and general travel support.
• Deliver a warm, personalised, and solution-focused service experience at all times.

Guest Experience & Concierge Services

• Enhance each guest's journey through personalised recommendations, including restaurants, activities, and local experiences.
• Provide destination insights tailored to each traveller's itinerary and travel style.
• Proactively identify opportunities to elevate the guest experience while maintaining operational efficiency.
• Conduct thoughtful guest check-ins throughout the journey to ensure satisfaction.

Operational Coordination

• Liaise with lodges, hotels, guides, transport providers, and suppliers to coordinate services and resolve operational issues.
• Assist with itinerary amendments, timing adjustments, confirmations, and logistical changes where required.
• Manage disruptions such as delayed transfers, supplier issues, or service interruptions promptly and professionally.
• Ensure any additional costs are communicated and approved in line with company procedures.

Escalation & Problem Resolution

• Assess situations effectively and determine when escalation is required.
• Escalate complex operational issues to Reservations or Management with clear and accurate information.
• Exercise sound judgement when resolving guest concerns while protecting company procedures and supplier relationships.

Reporting & Administration

• Maintain accurate records of all guest interactions using approved internal communication platforms.
• Monitor and report on guest enquiries, response times, escalations, and service trends.
• Identify recurring operational challenges and recommend opportunities for service improvement.
• Assist with post-travel feedback collection where applicable.

General Responsibilities

• Maintain exceptional service standards that reflect the company's luxury brand.
• Build positive relationships with guests, suppliers, and internal teams.
• Support the wider Operations team with additional duties as required.
• Perform any other reasonable responsibilities aligned with the role.

Requirements

• Minimum 2–4 years' experience within luxury travel, hospitality, concierge services, or a Destination Management Company (DMC).
• Previous experience supporting FIT travellers throughout Southern Africa.
• Strong knowledge of Southern African destinations, lodges, hotels, activities, and logistics.
• Excellent written and verbal communication skills.
• Exceptional customer service and problem-solving abilities.
• Ability to remain calm and professional under pressure.
• Strong organisational skills with excellent attention to detail.
• Comfortable managing multiple guest requests simultaneously.
• Proficient in Microsoft Office and travel reservation systems.
• Experience using Tourplan or similar reservation systems would be advantageous.

Key Competencies

• Outstanding customer service orientation.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making ability.
• High attention to detail and organisational skills.
• Ability to prioritise and multitask in a fast-paced environment.
• Professional, proactive, and solutions-driven approach.
• Strong teamwork and collaboration skills.
• Calm, adaptable, and resilient under pressure.

Profile

This role is ideal for a hospitality-focused travel professional who is passionate about delivering exceptional guest experiences. The successful candidate will be proactive, personable, and highly organised, with the ability to build trust with travellers while ensuring seamless support throughout their journey. They will thrive in a fast-paced luxury travel environment and take pride in creating memorable travel experiences through outstanding service and attention to detail.