Guest Experience Coordinator

Cohost Cape Town; Cape Town; On-site; ZAR 78,000 - 140,000; Full time

Benefits offered by this job

Growth opportunities

Checkin fees for late arrivals

Commission for sold experiences

Job summary

Cohost Cape Town is seeking a full-time Guest Experience Assistant to oversee guest experience across our Airbnb properties in Cape Town. The role focuses on guest communication, selling and arranging guest experiences, assigning tasks to the team and assisting with check-ins.

Based in Cape Town with some flexibility to work evenings/weekends, you will be a main contact for guests, ensuring prompt, professional responses and smooth operations.

Qualifications

• Previous hospitality or customer service experience is preferred.
• Multitasking abilities.
• Comfortable managing multiple conversations and tasks at the same time.
• Confident communicating with guests and selling experiences and additional services.
• A natural problem solver who takes initiative rather than waiting to be told what to do.
• Comfortable using a laptop.
• Flexible and willing to work some evenings, weekends and public holidays when required.
• Fluent in English, both written and spoken.
• Passionate about hospitality, travel and creating great guest experiences.
• Own vehicle and valid driver’s licence is a strong advantage.

Responsibilities

• Monitor and respond to guest messages across Airbnb and other communication platforms.
• Overseeing AI replies and adjust when required
• Make sure guests receive quick, friendly and helpful responses throughout their stay
• Assist with guest questions, requests, complaints and special arrangements
• Proactively communicate important information to guests before and during their stay
• Recommend and sell tours, activities and experiences to our guests
• Coordinate bookings and communication with tour operators and other suppliers
• Follow up with guests to make sure everything has been arranged correctly
• Monitor incoming requests and operational issues and assign tasks to the relevant team members
• Coordinate with cleaners, maintenance teams, suppliers and contractors
• Communicate guest feedback and specific requests to the relevant teams
• Help ensure that properties are prepared and guest issues are resolved quickly
• Assist with and conduct guest check ins when required
• Welcome guests and provide them with the necessary information about the property and their stay
• Assist with basic administration and daily operational tasks
• Help keep our systems and guest information up to date
• Assist the team wherever needed to ensure a smooth daily operation

Skills

Organised

Proactive

Energetic

People skills

Multitasking

English fluency

Job description

We are looking for a full time Guest Experience Assistant to join our team and help oversee the guest experience across our Airbnb properties in Cape Town. This role has a strong focus on guest communication, selling and arranging guest experiences, assigning tasks to the team and assisting with check ins. You will be one of the main points of contact for our guests, making sure messages are answered quickly and professionally, guest requests are followed up, and our operations team knows exactly what needs to be done. The role is primarily based in Cape Town, with some flexibility to work in he evening/weekends when required.

Responsibilities

Guest Communication

• Monitor and respond to guest messages across Airbnb and our other communication platforms.
• Overseeing AI replies and adjust when required
• Make sure guests receive quick, friendly and helpful responses throughout their stay
• Assist with guest questions, requests, complaints and special arrangements
• Proactively communicate important information to guests before and during their stay

Tours, Experiences & Upselling

• Recommend and sell tours, activities and experiences to our guests
• Identify opportunities to upsell additional services and experiences
• Coordinate bookings and communication with tour operators and other suppliers
• Follow up with guests to make sure everything has been arranged correctly

Task Coordination

• Monitor incoming requests and operational issues and assign tasks to the relevant team members
• Coordinate with cleaners, maintenance teams, suppliers and contractors
• Communicate guest feedback and specific requests to the relevant teams
• Help ensure that properties are prepared and guest issues are resolved quickly

Check Ins

• Assist with and conduct guest check ins when required
• Welcome guests and provide them with the necessary information about the property and their stay

General Support

• Assist with basic administration and daily operational tasks
• Help keep our systems and guest information up to date
• Assist the team wherever needed to ensure a smooth daily operation

The Ideal Candidate

We are looking for someone who is organised, proactive, energetic and great with people.

• Previous hospitality or customer service experience is preferred
• Multitasking abilities
• Comfortable managing multiple conversations and tasks at the same time
• Confident communicating with guests and selling experiences and additional services
• A natural problem solver who takes initiative rather than waiting to be told what to do
• Comfortable using a laptop
• Flexible and willing to work some evenings, weekends and public holidays when required
• Fluent in English, both written and spoken
• Passionate about hospitality, travel and creating great guest experiences
• Own vehicle and valid driver's licence is a strong advantage

What We Offer

• Growth opportunities within the company
• Initial 3 month contract with the possibility of extension
• Although hospitality means we sometimes work on public holidays, the whole team is off on Christmas Eve, Christmas Day, New Year's Eve and New Year's Day
• Salary depending on experience within range of R7000-R12500
• Checkin fees for late arrivals
• Commission for sold experiences

About Cohost

Cohost specialises in professional, full service property management for homeowners operating in the short term rental market.We manage every aspect of the hosting process, from listing optimisation, pricing strategy and marketing to guest communication, operations, housekeeping coordination, maintenance oversight and revenue management. We currently manage more than 50 luxury properties across Cape Town and are continuing to grow.