Key Responsibilities:Communicate with customers before the tour to update pick-up timings and tour details. Act as the primary point of contact for guests before, during, and after their tours and excursions in Egypt. Respond promptly to client inquiries via phone, email, and online channels, providing accurate information about tour packages, schedules, and services maintaining 100% customer satisfaction. Handle guest complaints or issues effectively, ensuring quick resolutions and maintaining a high level of satisfaction. Assist in coordinating all aspects of tour operations, including transport, accommodation, guides, and activities. Monitor guest feedback and suggest improvements to enhance the guest experience. Ensure guests receive all necessary documents and information regarding their tours, including itineraries, booking confirmations, and local guidelines. Build and maintain positive relationships with guests, ensuring they feel valued and well-cared-for throughout their journey. Collaborate with the operations and sales teams to ensure smooth guest transitions from booking to departure. Provide personalized recommendations and assist with special requests (e.g., dietary needs, accessibility requirements, etc.). Keep accurate records of guest interactions, feedback, and any follow-up actions. Assist with preparing post-tour surveys and reports to gather insights for improving services. Ensure all bookings are processed in a timely manner, and maintain organized documentation. Promote the company’s brand values and services through professional and engaging communication with clients. Willing to relocate to the UAE during peak season and in accordance with the needs of the role Help drive repeat business by fostering loyalty among customers and encouraging positive reviews and referrals.
Required Skills:A Bachelor’s degree in Hospitality, Tourism, Business Administration, or a related field is preferred.3 years of experience in guest relations, customer service, or a related field, ideally within the tourism, hospitality, or leisure industry. Previous experience in the tourism, hospitality, or related sectors is highly desirable. Demonstrated experience in managing guest feedback, inquiries, and resolving complaints in a high-paced, dynamic environment. Familiarity with Property Management Systems (PMS) and booking platforms is an advantage. Excellent interpersonal and communication skills, with the ability to engage and build rapport with guests effectively. Fluency in English, both written and spoken, is essential. Proficiency in MS Office applications (Word, Excel, Outlook). Strong organizational and multitasking skills with the ability to prioritize tasks effectively in a fast-paced setting. Outstanding problem-solving abilities, with the capacity to handle unexpected situations and resolve conflicts diplomatically. A collaborative team player with the ability to thrive in a dynamic and diverse work environment. Willingness to work flexible hours, including shifts, weekends, and public holidays as necessary.