Guest Experience Navigator

The Beekman Group; Brits; On-site; ZAR 180,000 - 240,000; Full time

Job summary

The Dikhololo Resort in Brits, North West, South Africa is seeking a Guest Experience Coordinator to engage with guests throughout their stay, identify service concerns and coordinate prompt service recovery. This is a mobile role with extensive daily walking across the resort and outdoor work in varying weather.

You will handle guest feedback, follow up on requests and complaints, coordinate departments, and help welcome VIP arrivals while maintaining accurate guest records.

Qualifications

• Grade 12 or an equivalent qualification.
• Two years hospitality experience in guest relations, front office, resort operations or hospitality-based customer service.
• A 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 multiple operational departments.
• Availability to work weekends, public holidays, flexible hours and peak operational periods.
• Professional appearance and respect for guest privacy and confidentiality.

Responsibilities

• Engage proactively with guests to obtain feedback on their resort experience.
• Receive, investigate and follow up on guest requests and complaints.
• Coordinate the resolution of housekeeping, maintenance and other operational concerns.
• Keep guests informed and confirm that matters have been 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 requiring attention.
• Work closely with resort departments to coordinate guest requirements.
• Maintain accurate guest interaction and complaint records.
• Compile reports on guest feedback, recurring concerns and service-improvement opportunities.

Skills

Verbal communication

Written communication

Interpersonal skills

Customer service

Conflict resolution

Administrative skills

Education

Grade 12

Tools

Microsoft Office

Job description

The Dikhololo Resort in Brits, North West, South Africa is seeking a Guest Experience Coordinator to engage with guests throughout their stay, identify service concerns and coordinate prompt service recovery. This is a mobile role with extensive daily walking across the resort and outdoor work in varying weather.

You will handle guest feedback, follow up on requests and complaints, coordinate departments, and help welcome VIP arrivals while maintaining accurate guest records.