South Africa: Guest Experience Coordinator posted by Bright Placements

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 Qualifications & Requirements • 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, NightsBridge) • 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 Key Skills & Competencies • 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