Senior Luxury Travel Concierge – UHNW Africa Specialist

Purpose

The Senior Luxury Travel Concierge exists to give Jacada’s high-value and repeat Africa clients a seamless, high-touch experience from booking confirmation until travel begins, while raising the standard of the whole concierge team through mentoring and coaching.

At Jacada, we design bespoke, luxury travel experiences that are meaningful, unforgettable and driven by positive impact. Our Concierge team is the warm, expert “travelling friend” who handles every detail before departure.

We’re looking for someone with deep knowledge of Southern and East African luxury travel, who is confident handling complex itineraries for ultra-high-net-worth clients (UHNW), and who gets real satisfaction from mentoring peers and building the resources that help a team grow.

Key Responsibilities

Africa Concierge and Trip Management

• Act as the main point of contact for clients from booking confirmation until travel begins, gathering preferences, dietary requirements and flight details, and keeping profiles clean and up to date in HubSpot

• Design and coordinate bespoke ‘Magic Moments’, the personal touches that surprise and delight our clients; and curate restaurant and spa recommendations and reservations suited to each client

• Take ownership of complex bookings and high-profile repeat clients, ensuring white-glove service and strong client retention

• Handle balance payment collections and additional invoicing, in alignment with Travel Designers

• Work closely with teams across our parent company, Wilderness Destinations, to coordinate changes and solve pre-departure challenges proactively

• Support the team by absorbing high booking volumes during peak Africa travel seasons

Mentorship, Coaching and People Development

• Act as a daily go-to mentor for the concierge team, answering workflow queries and giving real-time guidance on client scenarios

• Work with our Learning and Development team to create, update and maintain digital learning materials, standard operating procedures (SOPs), training manuals and best-practice cheat sheets on our internal knowledge hubs

• Lead regular knowledge-sharing sessions, reviews and mini-workshops to raise the team’s product and process knowledge

• Partner with leadership to support the onboarding and shadowing of new concierge team members

Senior Leadership and Process Improvement

• Join regional senior meetings alongside Senior Travel Designers and Senior Operations Executives to identify cross-department bottlenecks and improve handover workflows

• Collaborate with the Client Experience Manager and our Product and Sales Managers to roll out new concierge systems and tools

• Lead cross-regional improvement projects in low season to enhance client experience and operational efficiency

Skills and Experience

• 5+ years in bespoke luxury travel, trip management or guest relations, with strong working knowledge of South and East Africa destinations

• Confident handling high-touch, complex multi-destination itineraries for UHNW clients, and calm under pressure when managing short-notice changes

• A genuine passion for teaching, supporting others and sharing knowledge, with prior experience of training or mentoring colleagues highly valued

• Outstanding communication, with excellent written and spoken English, high emotional intelligence, empathy and a professional phone presence

• Familiarity with CRM systems such as HubSpot, reservation platforms and workflow tools, and highly organised with meticulous attention to detail

• An appetite to get out and meet suppliers, hoteliers and industry leaders, to build strong partnerships and stay ahead of product trends

• Based in Cape Town or Johannesburg, South Africa

• Desirable: direct experience working with suppliers, DMCs and ground handling teams

• Desirable: experience writing SOPs, knowledge-base guides or training modules

Role Details

Interview Process

• 1st Stage: Competency-based interview

• 2nd Stage: Task and review 

Reports to: Client Experience Manager for Africa

Location and working hours: This is a remote role, based in Cape Town or Johannesburg, South Africa. Full-time, Monday to Friday, standard office hours.