Job SummaryThe Guest Experience Coordinator is responsible for delivering exceptional, personalized service to guests from pre-arrival to post-departure. This role ensures every guest interaction reflects 5-star luxury standards, enhances guest satisfaction, and builds long-term loyalty. The coordinator acts as the primary liaison between guests and hotel departments, ensuring seamless communication and memorable guest experiences.Key Duties & ResponsibilitiesWelcome and engage with guests in a warm, professional, and personalized mannerManage VIP arrivals, special requests, and guest preferencesCoordinate guest experiences including dining reservations, activities, transport, spa bookings, and excursionsAnticipate guest needs and proactively resolve concernsConduct guest satisfaction follow-ups during and after stayMaintain accurate guest profiles and preferences in the hotel systemHandle guest complaints discreetly and efficiently to 5-star standardsCollaborate with Front Office, Housekeeping, Food & Beverage, and Concierge teamsEnsure special occasions (honeymoons, anniversaries, birthdays) are executed flawlesslyMonitor guest feedback platforms and respond appropriatelySupport upselling of hotel services and experiencesMaintain luxury brand image and service etiquette at all timesAssist with guest check-ins/check-outs during peak periodsPrepare arrival reports and daily guest experience briefingsEnsure compliance with hotel policies and service standards

Required Qualifications & Skills

• Diploma or Degree in Hospitality Management or related field
• Minimum 2–3 years experience in a 5-star hotel or luxury hospitality environment
• Strong guest relations and customer service background
• Excellent communication and interpersonal skills
• Professional appearance and polished demeanor
• High emotional intelligence and problem-solving ability
• Ability to work under pressure in a fast-paced environment
• Strong attention to detail and organizational skills
• Proficiency in hotel management systems (Opera or similar)
• Fluent in English (additional languages advantageous)
• Knowledge of Hout Bay / Cape Town tourism offerings is beneficial
• Flexibility to work shifts, weekends, and public holidays