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.
- Department
- Client Experience
- Location
- Jacada Travel
Colleagues
Jacada Travel
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Agile Hours
⏳ It's important to us that everyone at Jacada leads a healthy work-life balance. Have a gym class to attend? Have a course you're working on outside of work? Whatever it might be, we're here to support your life ambitions and offer agile hours to help you achieve this.
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Mental Wellbeing Support
🧠 Promoting mental well-being is a core focus here at Jacada. We ensure that all our employees have access to resources such as our mental health first-aiders, and dedicated Employee Assistance Programs (EAPs). Additionally, for those based in the UK we also offer access to Bupa Mental Health support. We also conduct Monday meditation sessions for all, to help start the week in a positive way.
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Learning and Development
📖 Here at Jacada, we place a strong emphasis on training and career development. We are committed to providing all our employees with opportunities for growth and the chance to continually nurture their growth mindset. In your initial three weeks, you will receive a comprehensive training program, but the journey of learning doesn't stop there. Our dedicated Learning and Development Manager works to ensure that every member of our team receives the necessary training throughout their time with us and is well-informed about their career progression opportunities.
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Bank holidays
🌴 We provide 25 days of paid annual leave in addition to bank holidays. At Jacada we celebrate diversity and this means understanding that each of us has our own beliefs, culture, and identity. So we allow our team to work bank holidays which can then be taken whenever they want throughout the year!
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Socials
🎊 We’re a social bunch and enjoy spending time together, but this is optional so no pressure socials if this isn't your vibe! Each quarter teams organise socials together, whether we are remote or in person we love any excuse to get together. Some recent social activities have included shuffleboard, BBQ boat outings, and virtual cooking classes. Additionally, we arrange annual summer and winter soirées that include both in-office and remote team members.
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Casual Dress Code
👟 We feel that it’s important for everyone to feel comfortable at work. After all the best work doesn’t depend on whether you’re wearing a suit!
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🏥 Private Medical Care
At Jacada, we care about the mental and physical wellbeing of everyone working here. That's why we've introduced private medical care for our employees living in the UK.
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Dog Friendly Office
🐶 We operate a dog-friendly office and are always happy to see more furry work buddies!
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🚲 Cycle to Work Scheme (UK)
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🚆 Season Ticket Policy (UK)
Workplace & culture
We've created an environment that allows people to be their authentic selves. A place where individuals can grow and build strong connections with like-minded others. We strive to ensure everyone feels like they have a purpose and are having fun whilst doing it!
Our team is based all over the globe, no matter where you are, or what time zone you're in, we vouch to try our best, learn from our mistakes and grow a strong and progressive culture together.
About Jacada Travel
We are a luxury travel company offering completely personalised, private trips all over the world. We strive to be that well-travelled friend our clients can come to for advice and inspiration and to really get under the skin of the places they visit and experience things that don’t always make it into the guidebooks.