Guest Experience Coordinator

Placements24; Stellenbosch; Hybrid; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Retirement fund contributions

Employee discounts on accommodation &D

Professional growth opportunities

Job summary

Placements24 is seeking a Guest Experience Coordinator for a hybrid role at a distinguished wine estate in the Paarl region. You will manage guest communications, coordinate arrivals and departures, and fulfill special requests to ensure a memorable stay.

The role blends on-site engagement with remote administrative tasks, requiring exceptional hospitality acumen, strong English communication, and a collaborative, detail-oriented mindset. Weekend availability is expected in some cases.

Qualifications

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

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 hotel departments (housekeeping, F&B, activities) to meet guest needs.
• Maintain guest databases and records with accuracy and confidentiality.
• Assist in developing and implementing guest satisfaction initiatives.
• Prepare daily arrival and departure reports for management.
• Contribute to creating a welcoming, personalized atmosphere for all guests.

Skills

Communication

Organizational skills

Attention to detail

Customer service

Education

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

Tools

Microsoft Office

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.