Guest Experience Specialist (Hybrid, Wine Estate)

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

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.