Customer Experience Representative

Placements24; Mtubatuba Local Municipality; Hybrid; ZAR 134,000 - 201,000; Full time

Benefits offered by this job

Subsidized meals

Uniform allowance

Career progression

Hybrid role

Job summary

Placements24 is seeking a Customer Experience Representative for our hospitality client in Richards Bay, KwaZulu-Natal. You will be the primary contact for guests, addressing inquiries, resolving issues, and offering information to enhance their stay.

The role requires a warm, proactive service mindset, strong communication, and the ability to multitask during busy periods. Experience in hospitality or customer service is favored; flexibility to work weekends and holidays is required.

Qualifications

• Experience in customer service or hospitality is desirable.
• Exceptional interpersonal and communication skills.
• Strong problem-solving abilities and composure under pressure.
• Ability to multitask and manage time effectively in a busy environment.
• Professional and well-groomed appearance.

Responsibilities

• Greet guests warmly and assist with inquiries regarding services, amenities, and local attractions.
• Handle guest requests efficiently and professionally, ensuring prompt resolution.
• Address and resolve guest complaints and concerns with empathy and a focus on finding satisfactory solutions.
• Manage reservations, check-ins, and check-outs, ensuring accuracy and attention to detail.
• Liaise with other departments to coordinate guest services.
• Maintain a clean and organized work environment, adhering to company standards.
• Provide information and recommendations to guests to enhance their stay and local experience.
• Process payments and handle billing inquiries accurately.
• Contribute to creating a welcoming and positive atmosphere for all guests.
• Gather feedback from guests to identify areas for improvement in service delivery.

Skills

Interpersonal communication

Communication skills

Problem solving

Multitasking

Teamwork

Tools

Hotel management software

Booking systems

Job description

About the Role

Our client, a prominent leader in the hospitality industry, is seeking an enthusiastic and customer-focused Customer Experience Representative to join their team in Richards Bay, KwaZulu-Natal . This role is central to ensuring every guest interaction is positive and memorable, contributing significantly to the reputation and success of the establishment. You will be the primary point of contact for guests, addressing inquiries, resolving issues, and providing information to enhance their overall experience. We are looking for an individual with a genuine passion for service, excellent interpersonal skills, and a commitment to exceeding expectations. This position offers a unique opportunity to work within a dynamic and guest-oriented environment, contributing to a brand that values excellence and guest satisfaction. The successful candidate will be a proactive problem-solver with a warm and welcoming demeanor.

Key Responsibilities

• Greet guests warmly and assist with inquiries regarding services, amenities, and local attractions.
• Handle guest requests efficiently and professionally, ensuring prompt resolution.
• Address and resolve guest complaints and concerns with empathy and a focus on finding satisfactory solutions.
• Manage reservations, check-ins, and check-outs, ensuring accuracy and attention to detail.
• Liaise with other departments (e.g., housekeeping, food & beverage) to coordinate guest services.
• Maintain a clean and organized work environment, adhering to company standards.
• Provide information and recommendations to guests to enhance their stay and local experience.
• Process payments and handle billing inquiries accurately.
• Contribute to creating a welcoming and positive atmosphere for all guests.
• Gather feedback from guests to identify areas for improvement in service delivery.

Requirements

• Previous experience in a customer service or hospitality role is highly desirable.
• Exceptional interpersonal and communication skills, with a friendly and approachable demeanor.
• Strong problem-solving abilities and the capacity to remain calm under pressure.
• Proficiency in using hotel management software or similar booking systems is a plus.
• Ability to multitask and manage time effectively in a busy environment.
• A genuine passion for customer service and creating positive guest experiences.
• Must be able to work flexible hours, including weekends and holidays, as required by the hospitality industry.
• Must be based in or willing to relocate to the Richards Bay, KwaZulu-Natal area.
• A professional and well-groomed appearance.
• Ability to work effectively both independently and as part of a team.

Benefits

Our client offers a competitive salary complemented by a range of attractive benefits, including access to subsidized meals, a uniform allowance, and opportunities for career progression within the hospitality sector. This hybrid role allows for a balance between office-based duties and potential for remote administrative tasks. You will be working in a stimulating environment in Richards Bay, KwaZulu-Natal , contributing to a renowned hospitality brand. We provide comprehensive training and support to ensure your success. Further details on compensation and benefits will be shared during the selection process.