What you’ll do:
✓ Oversee reservations: verify all bookings and updates are correctly entered in the system, including last-minute changes.
✓ Ensure smooth ground operations: check driver assignments, confirm excursions with suppliers, and coordinate with field teams.
✓ Coordinate communication: make sure representatives and guests stay connected through proper channels (e.g., WhatsApp).
✓ Apply destination expertise: advise on hotels, excursions, and local experiences to enhance guest stays.
✓ Manage documentation: ensure welcome letters, activity confirmations, and guest amenities are prepared accurately.
✓ Assist in handling complaints: assist in resolving guest concerns promptly and propose the best possible solutions.
✓ Track and report: maintain a daily operational checklist, share updates with management, and suggest improvements.
What we’re looking for:
✓ Proven experience in operations and customer service.
✓ Sound knowledge of Mauritius: hotels, excursions, and local services.
✓ Fluency in English and French (additional languages an advantage).
✓ System-friendly, detail-oriented, and able to prepare reports.
✓ Skilled in problem-solving and complaint handling, with a calm and solutions-driven approach.
✓ A natural communicator and team player, able to liaise across departments.
✓ Flexible, proactive, and passionate about delivering memorable guest experiences.
✓ Meticulous – careful in verifying accuracy and consistency – quality control.
✓ Performance monitoring skills – able to track, evaluate, and improve operations.
✓ Must hold a valid driving license.