Jobs at Wilderness

PRIMARY PURPOSE

• The ideal candidate will need to be well versed in Guest Relations with excellent communication skills as well as a high aptitude for customer interaction and to understand and preempt the overall needs and wants for a guest’s stay. Ability to work well under pressure in a fast-paced environment and be a great team player who thrives in making a guest journey from ordinary to extraordinary. 

*This position can be based in Nairobi.

Detailed Responsibilities

• Create seamless service delivery through regular correspondence with guests during their stay. Delighting them with high attention while focusing on the intricacies of the guest's journey.
• Maintain effective communication with all journey stakeholders to ensure a smooth & friendly service delivery whilst ensuring all requirements are communicated effectively and efficiently.
• Deal promptly, efficiently, and pleasantly with any queries and resolve guest queries.
• Operating according to and in compliance with Wilderness standards of operations, company policies and procedures and code of conduct.
• Offer highly personalised guest touch-points which generate significant real and perceived value through strong relationships with trade partners.
• Have extensive knowledge of all regions we package, attending all training sessions and site inspections where necessary.
• Analyse guest feedback and provide solutions to ensure continuous improvement towards guest satisfaction and thus positively impacting future travel.

CANDIDATE PROFILE

Qualification:

• Matric certificate – with maths (minimum standard grade or above).  
• Tertiary certificate in Travel & Tourism/hospitality.

Experience:                  

• Min 5 years’ 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.   
• Working knowledge of TourPlan and WISH or similar booking/operating system. 
• General destination knowledge on Southern & East Africa.   
• Personal and work travel experience in Southern and East Africa.  
• Problem solver and good with guest interaction.
• Excellent attention to detail.

Skills:               

• Excellent communication skills both written and oral, in English.   
• Foreign language skills advantageous   
• Ability to multitask and ensure good time-management  
• Extremely proactive with an outgoing, charismatic, and approachable character.  

Personal Abilities:

• Creative, organized, and excellent communication skills.
• Ability to work under pressure without compromising accuracy.
• Ability to pace oneself and prioritise demands.
• Team worker and ability to interface with various departments.
• Good, follow-up skills.
• A consistent approach to quality of output, service, and result orientated.

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PRIMARY PURPOSE  

• The individual must be an organized Sales and Marketing Manager and must assist in the promoting and selling of our company's products, to create competitive advantages for our company in the safari industry. The Sales and Marketing Manager's responsibilities include generating unique sales plans, creating engaging advertisements, emails, and promotional literature, developing pricing strategies, and meeting marketing and sales human resource objectives. The Sales and Marketing Manager represents the company's brand and drives strategies to increase product awareness by observing the market, competitors, and industry trends.
• To be a successful sales and marketing manager, you should have strong interpersonal, leadership, and communication skills. You should also possess an in-depth knowledge and understanding of sales and marketing.

Responsibilities:

• Promoting the company’s existing brands and introducing new products to the market
• Analyzing budgets, preparing annual budget plans, scheduling expenditures, and ensuring that the sales team meets their quotas and goals
• Researching and developing marketing opportunities and plans, understanding consumer requirements, identifying market trends, and suggesting system improvements to achieve the company’s marketing goals
• Gathering, investigating, and summarizing market data and trends to draft reports
• Implementing new sales plans and advertising
• Recruiting, training, scheduling, coaching, and managing marketing and sales teams to meet sales and marketing objectives
• Maintaining relationships with important agents by making regular agent visits, understanding their needs, and anticipating new marketing opportunities
• Delivering of Marketing presentations - such as the Wilderness guide induction training, 'train the trainer' sessions with Wilderness product team
• Staying current in the industry by attending educational opportunities, conferences, and workshops, reading publications, and maintaining personal and professional networks
• Utilizing customer relationship management (CRM) software to manage leads, track interactions, and maintain accurate records of sales activities and customer communications
• Negotiating contracts, pricing, and terms of sale with clients, preparing proposals, quotes, and sales agreements in accordance with company policies and guidelines
• Distribution of our yearly contract rates
• Agent visits in our key source markets
• Management of agent relationships
• Hosting agent FAM trips to our properties
• Attending local and international trade shows
• Preparing monthly reports
• Monitoring our special offers and the special offers of our competitors
• Look after our relationship with Karin Froelich in Germany
• Contributing to the development of sales forecasts, budgets, and strategic plans, providing input and insights to support business growth objectives
• Working closely with the Director of Sales and Marketing, the Digital marketing manager and the Travel Shop team to enhance the agent and guest booking experience.

Candidate Profile
Qualifications:

• A bachelor's degree in marketing, mathematics, business administration, or related field.
• Understanding and knowledge of sales and marketing.

Experience:

• 3-5 years’ experience in marketing or sales.
• Experience in management may be advantageous.

Skills:

• Strong analytical, organizational, and creative thinking skills.
• Creative, organized, and excellent communication skills.
• Excellent communication, interpersonal, and customer service skills.
• Knowledge of data analysis and report writing.
• The ability to understand and follow company policies and procedures.

Personal Attributes:

• Ability to work under pressure without compromising accuracy.
• Ability to pace oneself and prioritize demands.
• Team worker and ability to interface with various departments.
• Good, follow-up skills.
• A consistent approach to quality of output, service, and result orientated.

Closing Date 12 July 2024