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Job Summary
The 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 & Responsibilities Welcome and engage with guests in a warm, professional, and personalized manner Manage VIP arrivals, special requests, and guest preferences Coordinate guest experiences including dining reservations, activities, transport, spa bookings, and excursions Anticipate guest needs and proactively resolve concerns Conduct guest satisfaction follow-ups during and after stay Maintain accurate guest profiles and preferences in the hotel system Handle guest complaints discreetly and efficiently to 5-star standards Collaborate with Front Office, Housekeeping, Food & Beverage, and Concierge teams Ensure special occasions (honeymoons, anniversaries, birthdays) are executed flawlessly Monitor guest feedback platforms and respond appropriately Support upselling of hotel services and experiences Maintain luxury brand image and service etiquette at all times Assist with guest check-ins/check-outs during peak periods Prepare arrival reports and daily guest experience briefings Ensure 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
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