1. Job Description
(a) Planning Conducting itinerary. Meet guest on arrival and make introductions. Make guest itinerary.
(b) Guest Orientation.
(i) Lead guest, advise guest on local interest points, prepare and present tour commentaries.
(ii) Eyes and ears of the guest on the field, Share knowledge of local flora & monuments.
(iii) Research and share general information/ stories on Local Indigenous cultures.
(c) Coordination. Keep in touch with transport department. Coordinate with other departments as well, as and when required.
(d) Documentation & Administration Work. Maintain written reports of daily activities and carry out other administrative work. (Photographs, blogs saved or written and send to marketing and sales on weekly basis
(e)
(f) Process Adherence. Ensures all initiatives and processes are within the company’s Responsible tourism framework.
(g) Product Knowledge. Should have thorough knowledge of Resort & Operations.
(h) Documentation & Administration Work. Compile and maintain official park photographic and information files. Also to maintain departmental documents. Prepare brochures and newspaper articles, creating presentations and brochures. Overlook budgeting part.
2 Job Description
(i) Prepare for the arrival by gathering all the reservation details, guests interests and any other special instructions.
(ii) Explain various experiences offered by the resort and take reservations for the activities that required reservations, reconfirm the pre booked safaris with the guest, and making itenary for the guest.
(iii) Allocating the duties for the Naturalists and the GSAs for the experiences
(iv) Overlooking the upkeep of all the equipments and the Cleanliness of all the areas that comes under the department.
(v) Coordinating with the other departments for the arrangements of different experiences when required
(vi) Getting the safaris booked on the Government website and the coordination with JLR and the Forest departments for the extra seats and other guests requests
(vii) Leading boat / Vehicle safaris and other Nature and Culture related experiences for the guests.
(viii) Maintaining the Log and Registers of various experience participation by the guests.
(ix) Constantly innovating, initiating and updating in each product offered
(x) Coordinate with sales and marketing for the Reservations and special requests by the guests
(xi) Overlooking the admistration , billing, and the other operations
Key Performance Indicators (KPIs)
Ensure timely and efficient handling of guest service requests, coordination with vendors, and maintaining high-quality in-service delivery.
- Guest Satisfaction & Reputation Management:
Focus on NPS, Occupancy %, and managing reputation effectively, while adhering to company standards and guidelines.
- SOP Compliance & Adherence to Policies:
Ensure strict adherence to Standard Operating Procedures and company policies.
- Task Timeline Management:
Efficiently manage timelines for guest service requests, with a focus on task completion within stipulated timeframes.
- Customer Service Quality & Accuracy:
Ensure accurate and timely information is provided to guests, resolving queries or concerns professionally.
- Customer Complaint Management:
Monitor complaints and errors, ensuring timely closure and clear communication with guests.
Oversee grooming, rostering, team development, and training, ensuring team members are well-prepared and up to date with operational standards.
- Departmental Reporting & Documentation:
Maintain updated department registers, task sheets, and reports. Assist in creating and planning itineraries.
- RT Initiatives & Innovation:
Encourage participation in Responsible Tourism initiatives, and suggest implementable ideas to improve operational efficiencies.
- Financial Accountability:
Control expenses according to the budget, and track loss prevention to minimize risks related to fraud, theft, or breakage.
- Upselling & Cross-Selling Achievement:
Meet upselling and cross-selling targets to contribute to revenue growth.
Ensure strong knowledge of company policies, departmental processes, vehicle handling, and MS Office, while staying informed on industry trends and competitors.
- Training & Self-Development:
Engage in self-learning (e.g., Typsy) and attend training hours for professional growth.
- Professional Conduct & Communication:
Maintain high standards of professionalism, including effective communication, attendance, and punctuality.
- Problem-Solving & Adaptability:
Demonstrate problem-solving abilities, adaptability to change, and ownership of tasks, ensuring tasks are completed without supervision.
