Guest Experience Coordinator

The Beekman Group; Brits; On-site; ZAR 180,000 - 240,000; Full time

Job summary

The Dikhololo Resort in Brits, South Africa, seeks a proactive Guest Experience Coordinator dedicated to engaging guests throughout their stay and coordinating prompt service recovery. You will handle feedback, requests, and complaints, coordinating across housekeeping, maintenance and other departments to ensure exceptional guest satisfaction.

This role requires at least two years in hospitality guest relations, strong communication, and the ability to work weekends and flexible hours in a

Qualifications

• Grade 12 or equivalent qualification.
• At least two years in hospitality-related guest relations, front office, resort ops or customer service.
• Valid driver’s licence.
• Excellent verbal and written communication skills.
• Strong interpersonal, customer-service and conflict-resolution abilities.
• Good planning, administrative and follow-through skills.
• Computer literacy including Microsoft Office.
• Ability to work independently, under pressure and across departments.
• Availability to work weekends, public holidays, flexible hours and peak periods.
• Professional appearance and respect for guest privacy.

Responsibilities

• Engage proactively with guests to obtain feedback on their experience.
• Receive, investigate and follow up on guest requests and complaints.
• Coordinate resolution of housekeeping, maintenance and other concerns.
• Keep guests informed and confirm matters are resolved satisfactorily.
• Welcome and assist guests during peak arrival and departure periods.
• Coordinate VIP arrivals, special occasions, amenities and welcome arrangements.
• Conduct occupied-unit inspections and report defects.
• Work with resort departments to coordinate guest requirements.
• Maintain accurate guest interaction and complaint records.
• Compile reports on guest feedback and service-improvement opportunities.

Skills

Guest relations

Communication

Conflict resolution

Administrative

Teamwork

Customer service

Education

Grade 12 or equivalent

Tools

Microsoft Office

Job description

We are looking for an energetic and guest-focused individual to join our team as a Guest Experience Coordinator. The successful candidate will actively engage with guests throughout their stay, proactively identify service concerns and coordinate prompt and effective service recovery.

Key responsibilities

• Engage proactively with guests to obtain feedback on their resort experience.
• Receive, investigate and follow up on guest requests and complaints.
• Coordinate the resolution of housekeeping, maintenance and other operational concerns.
• Keep guests informed and confirm that matters have been resolved satisfactorily.
• Welcome and assist guests during peak arrival and departure periods.
• Coordinate VIP arrivals, special occasions, amenities and welcome arrangements.
• Conduct occupied-unit inspections and report defects requiring attention.
• Work closely with resort departments to coordinate guest requirements.
• Maintain accurate guest interaction and complaint records.
• Compile reports on guest feedback, recurring concerns and service-improvement opportunities.

Minimum Qualifications and Experience

• Grade 12 or an equivalent qualification.
• A minimum of two years' hospitality experience in guest relations, front office, resort operations or hospitality-based customer service.
• A valid driver's licence.
• Excellent verbal and written communication skills.
• Strong interpersonal, customer-service and conflict-resolution abilities.
• Good planning, administrative and follow-through skills.
• Computer literacy, including Microsoft Office.
• Ability to work independently, under pressure and across multiple operational departments.
• Availability to work weekends, public holidays, flexible hours and peak operational periods.
• A professional appearance and respect for guest privacy and confidentiality.

This is a mobile role involving substantial daily walking throughout the resort and working outdoors in varying weather conditions. The successful candidate must be able to meet this inherent operational requirement, with reasonable accommodation considered where applicable.

Only shortlisted candidates will be contacted.

South Africa’s leading corporate player in the development and management of property and the leisure sector, currently has the following opportunity at The Dikhololo Resort in Brits. In accordance with the Employment Equity Plan of the Group, preference shall be given, but not limited to, candidates from the designated groups.

Ref #27/08