Customer Experience Coordinator

Placements24; South Africa; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary and benefits

Hybrid work arrangement

Employee discounts

Work in Paarl wine region

Job summary

Placements24 is seeking a Customer Experience Coordinator for a boutique hospitality group in Paarl, Western Cape. You will manage guest communications, coordinate services, and proactively address guest needs to ensure exceptional experiences.

The role requires a passion for hospitality, strong interpersonal skills, and the ability to thrive in a fast-paced environment. The successful candidate will enhance guest satisfaction, maintain CRM records, and assist in planning events, while upholding

Qualifications

• Proven experience in customer service, hospitality, or guest relations.
• Excellent communication and interpersonal skills, with a warm and welcoming demeanor.
• Strong organizational skills and multitasking ability.
• Passion for delivering outstanding guest experiences.
• Experience with hospitality software and CRM systems is a plus.
• Ability to stay calm under pressure.
• Willingness to work varied shifts including weekends and holidays.
• Reside in or be able to commute to Paarl, Western Cape.

Responsibilities

• Oversee and enhance the guest experience throughout their stay or interaction.
• Manage guest communications, including reservations, inquiries, and special requests.
• Coordinate with departments (housekeeping, F&B, events) to ensure guest needs are met.
• Proactively identify and resolve guest issues to ensure satisfaction.
• Gather guest feedback and implement improvements to service delivery.
• Maintain guest records and update CRM systems with preferences and history.
• Assist in planning and executing special events and guest activities.
• Ensure guest-facing areas are well-maintained and presentable.
• Uphold the brand standards and service philosophy of our client.
• Contribute to a positive and professional team environment.

Skills

CRM systems

Guest relations

Communication

Tools

Hospitality software

CRM software

Job description

About the Role

Our client, a boutique hospitality group, is seeking a dedicated and enthusiastic Customer Experience Coordinator to join their vibrant team in Paarl, Western Cape. This role is pivotal in ensuring every guest and client interaction reflects our client's commitment to exceptional service and memorable experiences. You will be instrumental in managing communications, coordinating services, and proactively addressing guest needs to guarantee satisfaction. The ideal candidate is passionate about hospitality, possesses outstanding interpersonal skills, and thrives in a fast-paced, service-oriented environment. Join a prestigious organization that values its patrons and fosters a culture of excellence within the beautiful Paarl region. We are looking for an individual who can elevate the guest experience and ensure seamless operations.

Key Responsibilities

• Oversee and enhance the guest experience throughout their stay or interaction.
• Manage guest communications, including reservations, inquiries, and special requests.
• Coordinate with various departments (e.g., housekeeping, F&B, events) to ensure guest needs are met.
• Proactively identify and resolve any guest issues or concerns to ensure satisfaction.
• Gather guest feedback and implement improvements to service delivery.
• Maintain guest records and update CRM systems with preferences and history.
• Assist in planning and executing special events and guest activities.
• Ensure all guest-facing areas are well-maintained and presentable.
• Uphold the brand standards and service philosophy of our client.
• Contribute to a positive and professional team environment.

Requirements

• Proven experience in customer service, hospitality, or guest relations.
• Exceptional communication and interpersonal skills, with a warm and welcoming demeanor.
• Strong organizational skills and the ability to multitask effectively.
• Passion for providing outstanding guest experiences.
• Proficiency in using hospitality software and CRM systems is a plus.
• Ability to remain calm and professional under pressure.
• Flexibility to work varied shifts, including weekends and holidays as needed.
• Reside in or be able to commute to Paarl, Western Cape.
• A keen eye for detail and a commitment to quality.

Benefits

• Competitive salary and benefits package.
• Opportunity to work in the prestigious Paarl wine region.
• Be part of a renowned hospitality brand known for excellence.
• Professional development and training in the hospitality sector.
• A dynamic and engaging work environment.
• Hybrid work arrangement providing a balance between office duties and flexible arrangements.
• Employee discounts and perks within the group's establishments.