German & English Speaking Guest Relations Specialist at RMV Recruitment Solutions

Position Overview

• Our client is seeking an experienced, bilingual German- and English-speaking Guest Relations Specialist to serve as a key link between guests and internal operational teams.
• The successful candidate will manage guest enquiries, pre- and post-travel concerns, service recovery matters and escalated complaints. This position requires a calm, empathetic and solutions-focused professional who can protect the organisation’s premium reputation while delivering fair and efficient resolutions.
• The role involves collaboration with both operational and corporate departments to ensure that guest concerns are thoroughly investigated, appropriately resolved and accurately documented.

Key Responsibilities

• Serve as the primary corporate point of contact for guest enquiries, concerns, complaints and feedback.
• Manage pre- and post-travel guest relations matters professionally and efficiently.
• Investigate guest complaints, service incidents and escalated concerns.
• Resolve service recovery cases with empathy, diplomacy and sound judgement.
• Communicate clearly with guests throughout the investigation and resolution process.
• Collaborate with internal operational, hospitality, marketing, legal and customer service departments.
• Liaise with relevant shoreside and onboard teams to gather information and resolve guest concerns.
• Ensure that all resolutions are fair, consistent and aligned with organisational policies.
• Monitor guest satisfaction surveys, reviews and Net Promoter Score data.
• Identify recurring guest concerns, service trends and opportunities for improvement.
• Maintain complete and accurate records of guest interactions, investigations, outcomes and follow-up actions.
• Capture and update all relevant information on the company’s CRM system.
• Draft professional and personalised correspondence to guests.
• Prepare apology letters, resolution reports and communication relating to goodwill gestures.
• Maintain a strong working knowledge of booking procedures, service policies and operational processes.
• Follow up with guests and internal stakeholders to ensure that agreed actions have been completed.
• Protect the organisation’s luxury service standards and brand reputation.
• Provide constructive feedback and recommendations to improve the overall guest experience.
• Handle confidential and sensitive guest information with professionalism.
• Manage multiple cases and priorities within a fast-paced, detail-oriented environment.

Requirements

• Matric or Grade 12 qualification.
• A minimum of three to five years’ contact centre experience.
• Fluency in both German and English, including strong written and verbal communication skills.
• Relevant experience within customer service, guest relations, travel, tourism, hospitality or a similar service-driven industry.
• Experience resolving customer complaints, escalations or service recovery cases.
• Strong administrative and professional correspondence-writing skills.
• Experience using CRM systems and Microsoft Office applications.
• Salesforce experience will be advantageous.
• A hospitality, travel or tourism qualification will be advantageous.
• Availability to work various shifts.
• Willingness and availability to work on public holidays when scheduled.

Required Skills and Competencies

• Fluent German and English communication
• Guest relations
• Complaint resolution
• Service recovery
• Customer escalation management
• Conflict resolution
• Emotional intelligence
• Empathy and diplomacy
• Professional correspondence
• Problem-solving
• Investigation and case management
• CRM administration
• Salesforce
• Microsoft Office
• Stakeholder management
• Attention to detail
• Time management
• Multitasking
• Cultural awareness
• Luxury customer service

Ideal Candidate Profile

• The ideal candidate is emotionally intelligent, diplomatic and highly professional. You should be able to listen carefully, investigate concerns objectively and communicate resolutions in a manner that leaves guests feeling heard, respected and fairly treated.

You will be suited to this opportunity if you:

• Remain calm and professional when managing difficult or emotional interactions.
• Communicate fluently and confidently in both German and English.
• Can write polished, personalised and grammatically accurate guest correspondence.
• Apply empathy without losing sight of company policies and operational realities.
• Take ownership of guest concerns from initial contact through to final resolution.
• Work accurately when managing several complex cases simultaneously.
• Build effective relationships with internal stakeholders across different departments.
• Are comfortable working within a structured, shift-based contact centre environment.
• Have a genuine passion for luxury hospitality and exceptional guest experiences.