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 ResponsibilitiesCoordinate 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