Guest Experience Lead - VIP & Service Recovery

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

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