Find out more about the fun ladies behind the phone calls and emails
Studies show that first impressions are made within the first 17 seconds of meeting someone new and therefore selecting a team to handle reservations and guest enquiries is one of Garonga’s top priorities. They are the voice of the organisation which can make or break a booking.
Effective communication skills are the key to success in all areas of life and lack of this in a professional setting can lead to an error, misunderstanding, frustration and (in the case of a lodge), a dissatisfied potential guest that walks away and tells on average 9-15 other people about their experience.
But it’s not all serious. Yes, the reservations team must be extremely professional, informative, courteous and helpful but they also have to be fun people. They must be “people’s people” that form a friendly, informal connection with guests from the outset.
Garonga is blessed to have those qualities in the persons of Randee, Claire and Jen.
Randee has been consulting through her company ‘Pro-Active Reservations’ for over two years now. She has visited Garonga many times and knows the camp very well. She manages all enquiries from the agencies we work with.
Claire Long & Jennifer Harmse:
It is only recently that Bernie (owner of Garonga) has also chosen to have a separate department for direct bookings. This decision was made to ensure that more time can be spent dealing with each guest enquiry in a more personal manner, offering a far better user experience than if it was all dealt with by one department.
Claire is working with WildWeb which develops and manages the website and digital marketing. She comes from a tour operator background and so her knowledge and experience in this field is top notch.
For Jennifer, this is her first full-time job after studying Travel & Tourism for 1 year prior to it.
Garonga owner Bernie says, “I have tried managing reservations ‘in house’ before and although it is great to have all the information at your fingertips, it does create problems when staff members go on leave or depart. It is much more comforting to know that if a person moves on, is sick, or goes on holiday then the position is still covered by a professional at WildWeb.”
From feedback we have received we know that this set up is working and that Randee, Claire and Jen are doing a wonderful job. The system runs smoothly, and communication is efficient.
Thank you to the reservations team for helping to create and maintain that ideal first impression which has resulted in many a satisfied guest here at Garonga.