Customer Experience Specialist - Service Excellence

Placements24; George; Hybrid; ZAR 240,000 - 420,000; Full time

Benefits offered by this job

Medical aid

Retirement fund contributions

Training & development

Career growth opportunities

International exposure

Job summary

Placements24 is seeking a Customer Experience Specialist for our hospitality client in George, Western Cape. You will enhance service excellence by understanding guest needs, resolving concerns, and driving initiatives to elevate the guest experience.

The role requires 2–3 years in customer service within hospitality, a relevant degree, strong interpersonal and communication skills, and willingness to work a hybrid schedule at the George location. CRM experience is a plus.

Qualifications

• Bachelor's degree in Hospitality Management, Tourism, Business, or related field.
• 2–3 years of experience in customer service or guest relations in hospitality.
• Strong interpersonal, communication, and problem-solving skills.
• Hybrid schedule with presence in George, Western Cape.

Responsibilities

• Engage with guests to understand needs and preferences.
• Address and resolve guest inquiries, complaints, and requests promptly.
• Monitor guest feedback from surveys, reviews, and direct channels.
• Implement strategies to improve guest satisfaction and loyalty.
• Collaborate with front desk, housekeeping, and F&B teams for seamless service.
• Train and coach staff on customer service best practices.
• Identify trends in guest feedback and recommend improvements.
• Maintain high presentation and professionalism.

Skills

Interpersonal skills

Communication

Problem-solving

Customer experience principles

Education

Bachelor's degree in Hospitality Management, Tourism, Business, or related field

Tools

CRM systems

Job description

About the Role

Our client, a respected hospitality group, is seeking a motivated Customer Experience Specialist to enhance service excellence in George, Western Cape . This role is pivotal in ensuring our guests receive exceptional service at every touchpoint, contributing to positive reviews and repeat business. You will be responsible for understanding guest needs, resolving concerns, and implementing strategies to elevate the overall guest experience. This is a rewarding opportunity to shape memorable experiences and build a career within a renowned organization. We are looking for an individual with a passion for service, strong interpersonal skills, and a keen eye for detail. The ideal candidate will be proactive, adaptable, and committed to upholding the highest standards of hospitality and customer care.

Key Responsibilities

• Engage with guests to understand their needs and preferences.
• Address and resolve guest inquiries, complaints, and requests promptly and effectively.
• Monitor guest feedback from various channels (surveys, online reviews, direct communication).
• Implement strategies and initiatives to improve guest satisfaction and loyalty.
• Collaborate with front desk, housekeeping, and F&B teams to ensure seamless service delivery.
• Train and coach staff on customer service best practices.
• Identify trends in guest feedback and recommend service improvements.
• Maintain a high standard of presentation and professionalism.

Requirements

• Bachelor's degree in Hospitality Management, Tourism, Business, or a related field, or equivalent experience.
• Minimum of 2-3 years of experience in customer service, guest relations, or a similar role within the hospitality industry.
• Exceptional interpersonal, communication, and problem-solving skills.
• Strong understanding of customer experience principles and best practices.
• Ability to remain calm and composed in challenging situations.
• Proficiency in using hotel management software and CRM systems is a plus.
• Willingness to work a hybrid schedule, requiring presence in our George, Western Cape location.
• A genuine passion for service and creating positive guest experiences.
• Flexibility to work varied shifts, including weekends and holidays as needed.

Benefits

• Our client offers a competitive salary, opportunities for performance-based recognition, and a comprehensive benefits package including medical aid and retirement fund contributions.
• Employees benefit from ongoing training and development programs, opportunities for career growth within the group, and potential for international exposure.
• Our client provides a dynamic and supportive work environment in George, Western Cape , promoting a fulfilling career in hospitality.
• Join a team dedicated to delivering unparalleled guest experiences.