Travel Concierge

About the role

The Inbound DMC based in Cape Town seeks a Travel Concierge to provide seamless, real-time support to FIT travellers while they are in South Africa. Acting as the on‑ground extension of the brand, you will ensure guests feel informed, cared for and confident throughout their journey.

Key responsibilities

• Serve as the primary in‑country contact for travellers via WhatsApp, answering queries, clarifying itineraries and providing logistical assistance.
• Offer curated recommendations (restaurants, activities, local insights) tailored to each client’s profile and itinerary.
• Coordinate with suppliers, guides and transport providers to resolve on‑the‑ground issues, adjust timings and manage minor logistical changes.
• Escalate situations outside of scope to Reservations/Management, ensuring clear, timely communication and accurate documentation.
• Maintain professional, brand‑aligned communication, document all interactions and capture recurring issues for operational improvement.

Required profile

• Grade 12 qualification plus a formal travel and touring certification.
• 2–3 years of experience in a travel support role, preferably inbound travel.
• Background in hospitality or customer service with strong communication skills.
• Computer literate; familiarity with booking tools is advantageous.

Required skills

• Tourplan (or similar booking system).
• WhatsApp messaging platform.
• AI tools such as ChatGPT for information retrieval.