Guest Experience Coordinator

Placements24; États-Unis; Hybride; USD 11 000 - 18 000; Plein temps

Avantages offerts par ce poste

Hybrid work setup

Wine estate discounts

Retirement fund contributions

Résumé du poste

Private Estate, a distinguished wine estate and accommodation provider in the Western Cape, seeks a Guest Experience Coordinator. The role blends on-site guest engagement with remote administrative duties, focusing on from-booking to departure, managing communications, and coordinating special requests.

The ideal candidate has a hospitality background, strong English communication, and a passion for service excellence. Flexibility to work some weekends and holidays is required.

Qualifications

• Must have hospitality/customer service experience.
• Excellent written and verbal English communication.
• Strong organizational skills and attention to detail.

Responsabilités

• Manage guest communications via email, phone, and messaging platforms.
• Coordinate guest arrivals and departures for smooth check-in/out.
• Handle special guest requests (tours, bookings, dietary needs).
• Identify and resolve guest concerns to ensure satisfaction.
• Analyze guest feedback for service improvements.
• Collaborate with housekeeping, F&B, and activities to meet guest needs.
• Maintain guest records with accuracy and confidentiality.
• Assist in developing guest satisfaction initiatives.
• Prepare daily arrival/departure reports for management.
• Create a welcoming, personalized atmosphere for guests.

Connaissances

Guest relations

Customer service

Communication

Organization

Multitasking

Formation

Diploma or Bachelor's in Hospitality Management / Tourism

Outils

PMS

Microsoft Office

Description du poste

About the Role

Our client, a distinguished wine estate and accommodation provider in the heart of the Paarl, Western Cape wine region, is seeking an enthusiastic and detail-oriented Guest Experience Coordinator. This role is pivotal in ensuring every guest enjoys a memorable and seamless stay, from booking to departure. You will be responsible for managing guest communications, coordinating special requests, and proactively addressing needs to elevate the overall guest journey. The ideal candidate possesses outstanding interpersonal skills, a passion for hospitality, and a keen understanding of what creates exceptional customer experiences. This role offers a blend of on-site engagement and remote administrative tasks, making it ideal for someone who thrives in a dynamic environment.

Key Responsibilities

• Manage guest communications via email, phone, and messaging platforms, responding promptly and professionally.
• Coordinate guest arrivals and departures, ensuring smooth check-in and check-out processes.
• Handle and fulfill special guest requests, such as arranging tours, bookings, or dietary accommodations.
• Proactively identify and resolve guest concerns, ensuring satisfaction and service recovery when necessary.
• Gather and analyze guest feedback to identify areas for service improvement.
• Liaise with various hotel departments (e.g., housekeeping, F&B, activities) to ensure guest needs are met.
• Maintain guest databases and records, ensuring accuracy and confidentiality.
• Assist in the development and implementation of guest satisfaction initiatives.
• Prepare daily arrival and departure reports for management.
• Contribute to creating a welcoming and personalized atmosphere for all guests.

Requirements

• Diploma or Bachelor's degree in Hospitality Management, Tourism, or a related field.
• Minimum of 2 years of experience in guest relations, front desk, or a customer service-focused role within hospitality.
• Excellent written and verbal communication skills in English.
• Strong organizational skills and meticulous attention to detail.
• Proficiency in Microsoft Office Suite and experience with Property Management Systems (PMS) is a plus.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• A positive attitude, genuine warmth, and a passion for service excellence.
• Ability to work collaboratively with team members.
• Flexibility to work some weekends and public holidays as needed.
• Knowledge of the Paarl region and its attractions is advantageous.

Benefits

• Competitive salary package commensurate with experience.
• This hybrid role provides a stimulating work environment with opportunities for both on-site interaction and remote efficiency.
• Contributions to a retirement fund and opportunities for professional growth within the company.
• Employee discounts on accommodation and estate offerings, including wine tastings and dining.
• Chance to be part of a dedicated team that values guest satisfaction and contributes to the renowned hospitality of the Western Cape wine lands.