Guest Experience Coordinator – Dikhololo at Beekman Group

• We are looking for an energetic and guest-focused individual to join our team as a Guest Experience Coordinator. The successful candidate will actively engage with guests throughout their stay, proactively identify service concerns and coordinate prompt and effective service recovery.

Key responsibilities

• Engage proactively with guests to obtain feedback on their resort experience.
• Receive, investigate and follow up on guest requests and complaints.
• Coordinate the resolution of housekeeping, maintenance and other operational concerns.
• Keep guests informed and confirm that matters have been resolved satisfactorily.
• Welcome and assist guests during peak arrival and departure periods.
• Coordinate VIP arrivals, special occasions, amenities and welcome arrangements.
• Conduct occupied-unit inspections and report defects requiring attention.
• Work closely with resort departments to coordinate guest requirements.
• Maintain accurate guest interaction and complaint records.
• Compile reports on guest feedback, recurring concerns and service-improvement opportunities.

Minimum Qualifications and Experience:  

• Grade 12 or an equivalent qualification.
• A minimum of two years’ hospitality experience in guest relations, front office, resort operations or hospitality-based customer service.
• A valid driver’s licence.
• Excellent verbal and written communication skills.
• Strong interpersonal, customer-service and conflict-resolution abilities.
• Good planning, administrative and follow-through skills.
• Computer literacy, including Microsoft Office.
• Ability to work independently, under pressure and across multiple operational departments.
• Availability to work weekends, public holidays, flexible hours and peak operational periods.
• A professional appearance and respect for guest privacy and confidentiality.