Job Description:

Job Title: Night Shift Sales Consultant

Reports To: TBC

Location: Cape Town, South Africa (Onsite)

Overview

The Night Shift Sales Consultant plays a critical role in ensuring seamless guest support and operational continuity outside of standard working hours. This position is the main point of contact for guests, agents, camps, transfer partners, and internal teams during emergencies or time-sensitive situations. The consultant ensures that all guest movements, enquiries, and after-hours incidents are handled efficiently, professionally, and in line with company standards.

This role also safeguards all new client and guest enquiries that come in after hours—acknowledging, logging, and stabilising them for follow-up by the daytime teams.

Key Responsibilities

Emergency & After-Hours Support

• Serve as the first point of contact for all emergency calls from guests, agents, or camps.
• Assess urgency, gather accurate information, and determine appropriate escalation.
• Coordinate with camps, transfer providers, aviation partners, and duty managers to resolve urgent issues.
• Provide professional reassurance and guidance to guests experiencing travel disruptions.

Guest Experience Protection

• Ensure all guest movements align with safety, quality, and experience standards.
• Communicate clearly with guests or agents affected by changes or challenges.
• Offer solutions in line with company policies (weather disruptions, operational constraints, insurance guidance, etc.).
• Document all incidents fully for handover to daytime teams.

Operational Coordination

• Support real-time operational adjustments including:
• Transfers and flights
• Room moves and internal camp requests
• Dietary requirements
• Schedule changes
• Notify necessary managers of high-risk or urgent situations.
• Track open incidents until resolution or proper handover.

Sales & Reservations Support (After Hours)

• Manage urgent booking requests such as:
• Date changes
• Cancellations
• Last-minute confirmations (space permitting)
• Ensure all after-hours actions comply with commercial policies, rates, and payment rules.

New Client & Guest Enquiries

• Monitor the dedicated after-hours inbox.
• Acknowledge new enquiries within 45 minutes.
• Capture full details including:
• Client names and contact information
• Travel dates, party size, preferences, budgets
• Any special requests
• Provide a warm holding response and stabilise the enquiry until handover.
• Log all enquiries into HubSpot and track pending steps.

Reporting & Handover

• Prepare a Night Duty Log summarising:
• Incidents and urgent calls
• New enquiries
• Decisions taken
• Pending action items
• Deliver a structured handover to Reservations, Sales, Operations, and the Duty Manager.
• Immediately escalate high-priority safety concerns.

Key Competencies

• Ability to remain calm under pressure
• Strong emotional intelligence
• Excellent decision-making and judgement
• High attention to detail
• Strong communication skills
• Ability to balance guest experience with commercial policies
• Reliable, disciplined, and professional

KPIs

• Response times to emergencies and new enquiries
• Accuracy of incident reporting
• Appropriate and timely escalation
• Guest and agent feedback
• Zero avoidable operational disruptions
• Compliance with procedures and commercial rules

Ideal Experience

• Prior experience in reservations, lodge operations, or travel logistics
• Familiarity with safari operations, aviation partners, and regional logistics
• Proven ability to handle crises and escalations
• Proficiency with CRM systems and professional email communication

Tools & Systems

• Dedicated after-hours email platform
• HubSpot CRM
• Phone, WhatsApp, and email communication channels
• Internal dashboards and reporting templates