Guest Experience Coordinator

Placements24; East London; On-site; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Employee discounts

Growth opportunities

Job summary

Placements24 is seeking a proactive Guest Experience Coordinator for East London, a boutique hotel. You will manage guest communications pre-, during, and post-stay, coordinate restaurant bookings, transportation, and local activities, and resolve issues to ensure a personalized experience.

With at least 3 years in guest relations, you will excel in multitasking, communication, and problem-solving, contributing to exceptional service and memorable visits in the Eastern Cape coastal setting.

Qualifications

• Minimum of 3 years of experience in guest relations, concierge, or similar role in hospitality.
• Excellent communication, interpersonal and problem-solving skills.
• Proven ability to manage multiple tasks and prioritize in a fast-paced environment.
• Familiarity with hotel operations and guest service software.
• Passion for providing exceptional customer service and creating memorable experiences.

Responsibilities

• Manage guest communications before, during, and after stay for a seamless experience.
• Coordinate restaurant reservations, transportation and local activity bookings.
• Handle inquiries, requests and resolve complaints promptly and professionally.
• Identify opportunities to personalize guest experiences and add value to stays.
• Collaborate with hotel departments to meet guest needs efficiently.
• Gather guest feedback and implement service improvements.

Skills

Guest relations

Communication

Problem solving

Multitasking

Hospitality software

Tools

Guest service software

Job description

About the Role

Our client, a renowned boutique hotel in East London , is seeking a proactive and personable Guest Experience Coordinator to enhance the stay of every visitor. This role is central to creating memorable and positive experiences, from pre-arrival communication to post-departure follow-up. You will be responsible for anticipating guest needs, coordinating special requests, and ensuring all aspects of their visit meet the highest standards of comfort and satisfaction, contributing to the hotel's reputation for personalized service in the Eastern Cape. This position requires a deep understanding of hospitality and a passion for exceeding expectations.

Key Responsibilities

• Manage guest communications before, during, and after their stay, ensuring a seamless experience.
• Coordinate and arrange guest services such as restaurant reservations, transportation, and local activity bookings.
• Handle guest inquiries, requests, and resolve complaints promptly and professionally.
• Proactively identify opportunities to personalize guest experiences and add value to their stay.
• Collaborate with hotel departments to ensure all guest needs are met efficiently and effectively.
• Gather guest feedback and implement service improvements based on reviews and suggestions.

Requirements

• Minimum of 3 years of experience in guest relations, concierge, or a similar customer-facing role in the hospitality industry.
• Excellent communication, interpersonal, and problem-solving skills.
• Proven ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Familiarity with hotel operations and guest service software.
• A genuine passion for providing exceptional customer service and creating memorable experiences.
• Knowledge of East London attractions and amenities is a plus.

Benefits

• Competitive annual salary and potential for performance-based bonuses.
• Comprehensive health and retirement benefits.
• Opportunities for professional growth and development within the hospitality sector.
• Employee discounts on hotel stays and services.
• A supportive and engaging work environment in a beautiful coastal city, East London.