Travel Concierge & Guest Experience Specialist

Job Details:

• Location: F-10/4, Islamabad (Onsite)
• Shift: 7 AM - 3PM EST Timings.
• Schedule: 5 working days per week (including Saturday & Sunday)

Tripehepherd is seeking a proactive and customer-focused Travel Concierge & Guest Experience Specialist to join our growing team.

This role combines customer experience, operations and sales, focusing on managing the guest journey from booking through post-tour engagement while creating opportunities for thoughtful upselling and cross-selling.

Key Responsibilities:

Guest Experience & Communication Connect with guests after booking to confirm details and gather required information

• Deliver a personalized and seamless customer experience before tours
• Act as the primary point of contact for guest inquiries, changes, and special requests

Upselling & Cross-Selling Recommend suitable tour upgrades and enhanced experiences

• Introduce relevant tours and experiences across different cities
• Provide recommendations in a guest-focused and consultative manner

Post-Tour Engagement & Review Management Follow up with guests to gather feedback on their experience

• Encourage positive reviews and maintain strong guest relationships
• Professionally resolve guest concerns and manage online reviews across platforms

Revenue & Performance Tracking Track upsell and cross-sell performance metrics

• Identify trends and opportunities to improve guest engagement and revenue growth
• Continuously optimize communication strategies and customer experience processes

We are looking for someone with excellent communication skills, strong customer service experience, and a passion for travel and hospitality.

Industry

• Leisure, Travel & Tourism

Employment Type

Full-time

Work Location: In person