Role Summary
ATR Safari is looking for a pragmatic and customer-focused Guest Experience (GX) Specialist to join our post-sale team. This role owns the guest journey from confirmed booking through to departure — making sure every itinerary, document and detail is correct, that guests feel looked after in the run-up to travel, and that any issue along the way is picked up quickly and handled well. You'll work closely with Sales, Suppliers, and fellow GX colleagues to keep bookings accurate and guests confident and excited about their trip.
Key Responsibilities
Booking Accuracy & Documentation
● Ensure guest bookings are fully and accurately documented, with confirmations, itineraries, and travel details (such as names, flights, and dates) consistent across all relevant paperwork
● Support the sales team with data entry and documentation during the booking process
Booking Amendments
● Manage changes to confirmed bookings as guest requirements evolve, keeping all relevant systems and documentation fully up to date
Pre-Travel Guest Support & Enhancements
● Proactively identify opportunities to enhance a guest's trip, such as additional activities or experiences
● Act as a guest's main point of contact in the run-up to travel, providing clear, practical, and timely support on logistics and travel requirements
Feedback & Complaints
● Own the guest feedback loop, sharing insights with Sales and suppliers and closing the loop with guests
● Escalate more serious issues to the Head of Guest Experience and support their resolution
Systems & Records
● Maintain accurate, up-to-date records of guest communications and interactions across relevant systems
Team Cover & On-Call
● Provide cover for colleagues during periods of leave, ensuring continuity of guest support
● Participate in an on-call rota to provide customer travel support outside office hours as needed, currently approx. once every 2 months
Requirements
● A pragmatic, organised, and customer-focused approach to work
● Strong attention to detail, particularly when checking documents such as passports, tickets, and itineraries
● Confident communicator via email and phone, with customers, suppliers, and internal stakeholders
● Comfortable managing multiple bookings and guest queries simultaneously
● Experience with CRM/support systems (e.g., HubSpot) or a willingness to learn quickly
● Flexible to provide occasional weekend on-call support
● Genuine interest in conservation travel, safari, and the natural world
What We Offer
● Hybrid working arrangement
● Structured onboarding and training in our guest experience systems and processes
● Growth path opportunities in several departments of the company
● Exposure to the end-to-end safari guest journey, from booking to travel
● Travel industry discounts and familiarisation trip opportunities
● To be part of a very experienced, knowledgeable and collaborative team
How to Apply
Please submit your CV and a short covering note to career, outlining your interest in travel and any relevant experience supporting customers through a booking or travel journey to [email protected]
Pay: £32,000.00-£35,000.00 per year
Benefits:
- Casual dress
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Sick pay
Work Location: Hybrid remote in Guildford GU5 9BU
