Location: Windhoek, Namibia
Start Date: ASAP
Hybrid: No
For our Office in Windhoek, we are looking for an experienced Travel Concierge to join our team. This is an exciting opportunity to contribute to a leading Destination Management Company renowned for crafting unique and memorable travel experiences across Southern Africa.
The Travel Concierge is responsible for delivering exceptional client support before, during, and after travel, ensuring seamless and memorable travel experiences. The role serves as the primary point of contact for travellers, providing expert destination advice, managing travel arrangements, coordinating special requests, and resolving any issues that may arise during a client’s journey.
As a Terra Nova Travel Concierge you will report directly to the FIT Operations Manager with responsibilities that include, but are not limited to:
Terra Nova Emergency Service
– Respond promptly to Emergency Calls from travellers needing immediate assistance, such as flight delays or accommodation problems, lost bookings, transportation issues, or health emergencies.
– In cooperation with the Travel Consultant, offer quick resolutions to urgent problems, including rebooking services, securing accommodations, and addressing cancellations or delays.
– Liaise with airlines, hotels, transportation companies, and other suppliers to resolve issues like missed connections, overbooked accommodations, or lost luggage.
– Assist travellers during unexpected disruptions (e.g., natural disasters, strikes) by arranging alternative travel plans, accommodations, or routes.
– Provide clear instructions and reassurance during emergency situations, ensuring travellers understand their options and are calm.
– Keep track of ongoing issues, ensuring each one is resolved to the traveller’s satisfaction while keeping all parties informed throughout.
– Record all Emergency Calls, actions taken, and outcomes in the system for future reference and follow-up.
– If needed, handle multiple calls simultaneously, prioritizing emergencies based on severity and client needs.
– Ensure 24/7 availability, including weekends and holidays, to assist travellers at any time during their trips.
Travel Concierge Service
1. Client Relationship Management
– Act as the main point of contact for clients during their trip. Resolve any issues or changes that may arise, offering solutions quickly and professionally.
– Build and maintain long-term relationships with clients, fostering repeat business through excellent service, follow-ups, and personalized care.
– Maintain regular communication with clients during the trip to ensure satisfaction.
– Provide after-arrival Travel Advice and recommendations with essential trip information including emergency contacts.
– Provide pre-departure briefings including transportation logistics (e.g. arrival times at the airport, rental car drop-off times etc.)
– Collect post-trip feedback to assess the quality of services and improve future travel experiences.
– For Direct Clients, maintain client profiles for future trips, noting preferences, special requests, and feedback.
2. Destination Expertise & Extra Services
– Provide Expert Advice on destinations, accommodations, dining, and activities while ensuring all bookings are confirmed and aligned with the client’s itinerary.
– Coordinate any extra travel arrangements, including flights, hotels, car rentals, transfers and tours with Travel Consultant in charge.
– Arrange and confirm special request such as dining reservations and SPA appointments ensuring all details are accurately confirmed and communicated to the client.
– Update and revise itineraries as needed, communicating any changes to the client keeping the respective Travel Consultant always informed.
– Maintain accurate records of client bookings, preferences, and communication in Terra Nova’s CRM system.
– Ensure all financial aspects of the bookings are handled, including invoicing and payment follow-ups.
3. Others
– Meet & Greet services upon clients’ arrival on request.
– Management of the Terra Nova info-mailbox, ensuring timely and accurate responses.
– VIP Client Handling including arranging special Welcome Gifts and personalized services.
– Any other (department) tasks or projects as directed by Management to support the company’s objectives and goals.
– Fluency in German (spoken and written) is essential.
– Grade 12 / Matric
– Relevant qualification in Travel & Tourism, Hospitality, Tourism Management, or a related field (advantageous)
– Valid driver’s licence
– Minimum 2–3 years’ experience in the travel, tourism, hospitality, or customer service industry.
– German speaking essential
– Experience coordinating travel arrangements, itineraries, accommodation, transfers, and related travel services.
– Experience handling client queries, complaints, and service recovery in a professional manner.
– Knowledge of Southern African travel destinations, accommodation establishments, and tourism products.
– Experience working with international travellers and high-end or VIP clients is advantageous.
– Experience using travel reservation systems, CRM platforms, and Microsoft Office applications.
– Excellent verbal and written communication skills.
– Strong customer service and relationship management abilities.
– Exceptional problem-solving and decision-making skills, particularly under pressure.
– Strong organisational and time-management skills with the ability to manage multiple priorities simultaneously.
– High level of attention to detail and accuracy.
– Ability to coordinate effectively with suppliers, service providers, and internal stakeholders.
– Proficient in Microsoft Office Suite (Outlook, Word, Excel, and Teams).
– Ability to maintain accurate records and documentation.
– Client-focused with a passion for delivering exceptional service.
– Calm, professional, and resilient when dealing with emergencies or challenging situations.
– Proactive and solution-oriented approach.
– Strong interpersonal skills with the ability to build and maintain relationships.
– Ability to work independently and as part of a team.
– Adaptable and flexible in a fast-paced environment.
– High level of accountability and ownership.
– Ability to always maintain confidentiality and professionalism.
– Willingness to work after hours, weekends, public holidays, and be available for emergency support when required.
– Competitive salary with performance-based incentives.
– Opportunities for Career Growth and Development.
– Travel perks and discounts.
– A dynamic and supportive work environment.
Please send your application detailing your relevant experience along with your earliest Start Date and Salary Expectations to [email protected] by 07 August 2026.
At Terra Nova Tours, we pride ourselves on delivering unforgettable travel experiences across Southern Africa. As a leading Destination Management Company (DMC), we are committed to providing exceptional service and unique itineraries for our clients.
With our Headquarter in the scenic city of Cape Town, South Africa, and a strategic presence in Windhoek, Namibia, we are perfectly positioned to deliver authentic and immersive travel experiences throughout Southern and Eastern Africa. Our services include Tailor-made Individual Travel, Group Travel, Scheduled Tours, and Meetings and Incentives. To learn more about our company, visit our website at https://www.terra-nova.com.na
As part of our team, you will have the opportunity to work in a dynamic environment, surrounded by like-minded individuals who share your passion for travel. If you are ready to contribute to creating memorable travel experiences while growing your career, we invite you to apply.
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