Guest Services Coordinator

Placements24; East London; Hybrid; ZAR 180,000 - 270,000; Full time

Benefits offered by this job

Hybrid work arrangement

Employee discounts on hotel services

Training and career development

Supportive team environment

Job summary

Placements24 is seeking a Guest Services Coordinator in East London, Eastern Cape, to ensure guests receive exceptional service during their stay. You will manage inquiries, assist with requests, and liaise with hotel departments to deliver a seamless experience.

The ideal candidate has 2+ years in guest services, strong communication skills, and proficiency with a PMS. A friendly, efficient, and proactive approach is essential for maintaining high hospitality standards.

Qualifications

• Minimum 2 years in guest services, front desk ops, or customer support in hospitality.
• Excellent communication and interpersonal skills.
• Proficiency with property management systems (PMS) and standard office software.
• Strong organizational skills and ability to multitask in a fast-paced environment.
• Proactive problem solving and commitment to guest satisfaction.
• Fluency in English; additional languages a plus.

Responsibilities

• Respond promptly to guest inquiries via phone, email, and in person.
• Assist with guest requests for services such as reservations, transport, and local recommendations.
• Coordinate with hotel departments (housekeeping, maintenance, F&B) to resolve needs.
• Assist in resolving guest complaints and escalate to management when needed.
• Maintain guest records and preferences in the PMS to personalise future stays.
• Contribute to a welcoming atmosphere and uphold service excellence.

Skills

Customer service

Communication skills

Interpersonal skills

Multitasking

Problem solving

Tools

Property Management System (PMS)

Job description

About the Role

Our client is seeking an attentive and customer-focused Guest Services Coordinator to join their team in East London, Eastern Cape . This role is pivotal in ensuring guests receive exceptional service and have a comfortable and enjoyable experience during their stay. You will be responsible for managing guest inquiries, assisting with special requests, and acting as a liaison between guests and various hotel departments. The ideal candidate is personable, efficient, and dedicated to upholding high standards of hospitality service, contributing to positive guest reviews and repeat business.

Key Responsibilities

• Respond promptly and professionally to guest inquiries via phone, email, and in person, providing accurate information and assistance.
• Manage guest requests for services such as reservations, transportation, amenities, and local recommendations.
• Facilitate communication between guests and other hotel departments (e.g., housekeeping, maintenance, F&B) to ensure swift resolution of needs.
• Assist in resolving guest complaints or concerns, escalating issues to management when necessary, and ensuring guest satisfaction.
• Maintain guest records and preferences in the property management system to personalize future stays.
• Contribute to a positive and welcoming atmosphere for all guests, embodying the brand's commitment to service excellence.

Requirements

• Minimum of 2 years of experience in guest services, front desk operations, or customer support within the hospitality industry.
• Excellent communication and interpersonal skills, with a friendly and professional demeanor.
• Proficiency in using property management systems (PMS) and standard office software.
• Strong organizational skills and the ability to multitask effectively in a fast-paced environment.
• A proactive approach to problem-solving and a commitment to guest satisfaction.
• Fluency in English is essential; additional languages are a plus.

Benefits

• Competitive annual salary with potential for service charge distribution.
• Hybrid work arrangement, offering flexibility in work location.
• Access to employee discounts on hotel services and amenities.
• Opportunities for training and career development within the hospitality sector.
• A supportive team environment focused on delivering outstanding guest experiences.