Guest Experience Specialist

Placements24; Gqeberha; On-site; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Competitive salary based on experience

On-site position with direct guest互动

Health insurance and retirement plan

Training and career growth

Positive, supportive work environment

Job summary

Placements24 is seeking a Guest Experience Specialist for an on-site role in Port Elizabeth. You will be instrumental in creating memorable experiences for guests, handling inquiries, resolving issues, and reflecting the highest standards of hospitality.

Responsibilities include coordinating with hotel departments, personalizing guest stays, and acting as a brand ambassador for the property. A passion for guest service and strong communication are essential.

Qualifications

• Previous experience in guest services, front desk, or related customer-facing role in hospitality.
• Strong communication and interpersonal skills with a friendly, professional demeanor.
• Ability to handle challenging situations with empathy and tact.

Responsibilities

• Engage with guests upon arrival and throughout their stay to anticipate needs and enhance their experience.
• Respond promptly and effectively to guest requests, inquiries, and concerns, ensuring timely resolution.
• Manage guest feedback channels, including online reviews and direct comments, and implement service improvements.
• Coordinate with housekeeping, maintenance, and food & beverage teams to fulfill guest requests efficiently.
• Develop and implement personalized services and amenities for VIP guests and special occasions.
• Maintain an up-to-date knowledge of hotel services, local attractions, and events to provide informed recommendations.

Skills

Communication

Interpersonal skills

Problem-solving

Empathy & tact

Reservation systems knowledge

Education

High school diploma or equivalent

Hospitality education a plus

Tools

Reservation systems

Job description

About the Role

Our client is seeking a passionate and customer-focused Guest Experience Specialist to join their team in Port Elizabeth . You will be instrumental in creating memorable experiences for guests, handling inquiries, resolving issues, and ensuring every touchpoint reflects the highest standards of hospitality. This role requires a proactive approach to guest satisfaction, excellent interpersonal skills, and a deep understanding of customer service principles. You will work closely with various hotel departments to coordinate services and personalize guest stays, acting as a brand ambassador and a key point of contact for visitors.

Key Responsibilities

• Engage with guests upon arrival and throughout their stay to anticipate needs and enhance their experience.
• Respond promptly and effectively to guest requests, inquiries, and concerns, ensuring timely resolution.
• Manage guest feedback channels, including online reviews and direct comments, and implement service improvements.
• Coordinate with housekeeping, maintenance, and food & beverage teams to fulfill guest requests efficiently.
• Develop and implement personalized services and amenities for VIP guests and special occasions.
• Maintain an up-to-date knowledge of hotel services, local attractions, and events to provide informed recommendations.

Requirements

• Previous experience in guest services , front desk, or a related customer-facing role in hospitality.
• Exceptional communication and interpersonal skills, with a friendly and professional demeanor.
• Strong problem-solving abilities and the capacity to handle difficult situations with empathy and tact.
• Knowledge of hotel operations and reservation systems is an advantage.
• A genuine passion for providing outstanding guest service and creating memorable experiences in Port Elizabeth .
• High school diploma or equivalent required; further education in hospitality is a plus.

Benefits

• Competitive salary based on experience and qualifications.
• On-site position with direct guest interaction.
• Health insurance and retirement benefits package.
• Opportunities for training and career growth within the hotel industry.
• A positive and supportive work environment focused on guest satisfaction.