Guest Experience Coordinator
Job in
Hout Bay, 7806, South Africa
Listed on 2026-02-03
Listing for:
Bright Placements
Full Time
position Listed on 2026-02-03
Job specializations:
-
Hospitality / Hotel / Catering
-
Customer Service/HelpDesk
Job Description & How to Apply Below
The Guest Experience Coordinator is responsible for ensuring exceptional, personalised guest journeys from pre-arrival through to departure and post-stay follow-up. This role focuses on anticipating guest needs, managing special requests, and maintaining high service standards to create memorable hospitality experiences.
Duties and Responsibilities
- Coordinate and manage the guest journey from reservation confirmation to post-departure follow-up
- Liaise with reservations, front office, housekeeping, food & beverage, guiding, and operations teams
- Capture, record, and communicate guest preferences, dietary requirements, and special occasions
- Prepare pre-arrival guest notes, welcome amenities, and room allocations
- Meet and greet guests on arrival and assist with orientation where required
- Ensure guest rooms, amenities, and experiences meet or exceed expectations
- Handle guest feedback, requests, and complaints professionally and promptly
- Conduct in-house guest check-ins and satisfaction checks during the stay
- Coordinate special events such as honeymoons, birthdays, anniversaries, and VIP stays
- Ensure service recovery is implemented where guest expectations are not met
- Maintain accurate guest profiles and records in PMS or CRM systems
- Monitor online reviews and guest feedback platforms where required
- Assist with guest itineraries, activities, and bespoke experiences
- Support front of house and duty management during peak periods
- Ensure brand standards and service philosophy are upheld at all times
- Compile guest feedback reports and identify service improvement opportunities
- Perform any reasonable duties as requested by management
- Grade 12 / Matric certificate – essential
- Qualification in Hospitality, Tourism, or Customer Experience – advantageous
- Minimum 2–3 years’ experience in guest relations, front of house, or hospitality service roles
- Experience in luxury hospitality, lodges, or hotels – advantageous
- Strong understanding of guest service excellence and personalization
- Experience with PMS and CRM systems (e.g. Opera, Semper, Nights Bridge)
- Excellent communication skills (verbal and written)
- Strong organisational and coordination skills
- Ability to work shifts, weekends, and public holidays
- High level of professionalism, empathy, and discretion
- Exceptional interpersonal and guest service skills
- Strong attention to detail
- Problem-solving and service recovery skills
- Emotional intelligence and empathy
- Ability to multitask and prioritise
- Strong communication and teamwork skills
- Cultural awareness and professionalism
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