Guest Experience Coordinator

Placements24; Paarl; Hybrid; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Retirement fund

Employee discounts on accommodation

Wine tastings and dining

Job summary

Placements24 is seeking a Guest Experience Coordinator for a distinguished wine estate in Paarl, Western Cape. The role blends on-site guest engagement with remote administrative duties, focusing on seamless communication, arrivals/departures, and personalized service.

The ideal candidate has a hospitality-focused diploma or degree and at least 2 years in guest relations. Proficiency in English, strong organization, and teamwork are essential. Weekend work may be required.

Qualifications

• Excellent written and verbal communication in English.
• Strong organizational skills and meticulous attention to detail.
• Ability to multitask and prioritize in a fast-paced environment.

Responsibilities

• Manage guest communications via email, phone and messaging platforms.
• Coordinate guest arrivals and departures, ensuring smooth check-in/check-out.
• Fulfill special guest requests such as tours, bookings or dietary arrangements.
• Identify and resolve guest concerns, ensuring satisfaction and service recovery.
• Gather and analyze guest feedback to identify service improvements.
• Liaise with housekeeping, F&B, and activities to meet guest needs.
• Maintain guest databases and records with confidentiality.
• Assist in developing and implementing guest satisfaction initiatives.
• Prepare daily arrival and departure reports for management.
• Create a welcoming and personalized atmosphere for all guests.

Skills

Excellent written and verbal comms in英

Strong organizational skills

Attention to detail

Multitasking & prioritization

Team collaboration

Education

Diploma or Bachelor’s in Hospitality Management / Tourism

Tools

Microsoft Office Suite

Property Management Systems (PMS)

Job description

About the Role

Our client, a distinguished wine estate and accommodation provider in the heart of the Paarl, Western Cape wine region, is seeking an enthusiastic and detail-oriented Guest Experience Coordinator. This role is pivotal in ensuring every guest enjoys a memorable and seamless stay, from booking to departure. You will be responsible for managing guest communications, coordinating special requests, and proactively addressing needs to elevate the overall guest journey. The ideal candidate possesses outstanding interpersonal skills, a passion for hospitality, and a keen understanding of what creates exceptional customer experiences. This role offers a blend of on-site engagement and remote administrative tasks, making it ideal for someone who thrives in a dynamic environment.

Key Responsibilities

• Manage guest communications via email, phone, and messaging platforms, responding promptly and professionally.
• Coordinate guest arrivals and departures, ensuring smooth check-in and check-out processes.
• Handle and fulfill special guest requests, such as arranging tours, bookings, or dietary accommodations.
• Proactively identify and resolve guest concerns, ensuring satisfaction and service recovery when necessary.
• Gather and analyze guest feedback to identify areas for service improvement.
• Liaise with various hotel departments (e.g., housekeeping, F&B, activities) to ensure guest needs are met.
• Maintain guest databases and records, ensuring accuracy and confidentiality.
• Assist in the development and implementation of guest satisfaction initiatives.
• Prepare daily arrival and departure reports for management.
• Contribute to creating a welcoming and personalized atmosphere for all guests.

Requirements

• Diploma or Bachelor's degree in Hospitality Management, Tourism, or a related field.
• Minimum of 2 years of experience in guest relations, front desk, or a customer service-focused role within hospitality.
• Excellent written and verbal communication skills in English.
• Strong organizational skills and meticulous attention to detail.
• Proficiency in Microsoft Office Suite and experience with Property Management Systems (PMS) is a plus.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• A positive attitude, genuine warmth, and a passion for service excellence.
• Ability to work collaboratively with team members.
• Flexibility to work some weekends and public holidays as needed.
• Knowledge of the Paarl region and its attractions is advantageous.

Benefits

Our client offers a competitive salary package commensurate with experience. This hybrid role provides a stimulating work environment with opportunities for both on-site interaction and remote efficiency. Benefits include contributions to a retirement fund and opportunities for professional growth within the company. You will also benefit from employee discounts on accommodation and estate offerings, including wine tastings and dining. This is a chance to be part of a dedicated team that values guest satisfaction and contributes to the renowned hospitality of the Western Cape wine lands.