Guest Experience Representative

Talent Sam; Cape Town; On-site; ZAR 50,000 - 200,000; Full time

Job summary

An established industry player is seeking a Guest Experience Representative to enhance guest satisfaction in the short-term rental sector. This role involves engaging with guests through various communication methods, addressing their requests, and ensuring seamless experiences from arrival to departure. The ideal candidate will possess a strong background in customer service or hospitality, showcasing excellent communication skills and the ability to multitask in a dynamic environment. Join a passionate team dedicated to delivering exceptional service and making a positive impact in the hospitality industry.

Qualifications

• 1 year of experience in customer service or hospitality management.
• Background in hotels, resorts, or short-term rentals preferred.

Responsibilities

• Respond to guest messages and calls promptly.
• Coordinate with Operations Team and Superhosts for guest requests.
• Record notes and updates in reservation systems.

Skills

Customer Service

Communication Skills

Problem Solving

Multitasking

Time Management

Education

College Diploma

Bachelor's Degree in Hospitality

Tools

Microsoft Office

G-Suite

Opera

Guesty

Job description

Responsible for communicating with guests using various methods, such as phone, email, and live chat messaging.
The Guest Experience Representative will handle guest requests, questions, and issues prior, during, and post-stay. This role also consists of data tracking and entry to ensure company standards are documented and support all guidelines and practices.

Job Duties:

1. Respond to guests’ messages and calls
2. Work closely with Superhosts to achieve guest excellence
3. Review daily work orders and ensure they are completed prior to guest arrival
4. Coordinate requests with Operations Team and Superhosts
5. Collect all necessary details for any guest issues and assist in a timely manner
6. Record all notes in each reservation and provide updates in Slack channels
7. Send and follow up payment requests
8. Assist Superhosts with quality reports and reviews
9. Assist guests with arrivals and departures
10. Manage payment links and recording financial details
11. Consistently check for Slack updates and action accordingly
12. Manage door codes and early arrival times and late checkout times
13. Send out photos to guests of multi-unit property

Minimum Requirements:

Experience: 1 year of experience in customer service and/or hospitality management experience. Background in hotels, resorts, or short-term rentals is preferred.

Education: College diploma or bachelor’s degree, preferably in Hospitality or related study area.

Other qualifications: User of Microsoft Office, background with G-Suite, Opera, and/or Guesty (preferred).

Soft Skills:

1. Passionate and enthusiastic about the short-term rental industry
2. Dependable and understanding of the team culture and dynamic
3. Proven verbal and written communication skills in English
4. Self-motivated and able to multitask in a fast-paced environment
5. Professional attitude with strong time management skills
6. Ability to solve problems using an indirect and creative approach
7. Flexibility to work shifts and on weekends and public holidays