Job DescriptionTo 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 timorously and that all the relevant parties are kept informed throughout the guest journey.Responsibilities•Handle all emergency calls and messages 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. •Make last-minute provisional bookings •Assist guests who have medical conditions, illness, or injuries.•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.•Keeping a call log off all emergency services handled with a breakdown of events and how they were resolved.•Inform guests of any additional 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 Reservations team and hand over to Travel Designer to handle the confirmation and invoicing process.•Work closely with the incident management team should guests be negatively impacted by an event/incident.?•Handle guest complaints efficiently and expediently. •The EAH Inbox emails that are received must be checked regularly and emails filed away in the appropriate folders daily.Qualification:•Tertiary certificate in Travel & TourismExperience:•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 a booking /operating system.•General destination knowledge on Southern and East Africa•Problem solver and good with guest interaction??•Excellent attention to detail