Key Responsibilities
- Coordinated the full guest journey from reservation confirmation to post-departure follow-up.
- Liaised with Reservations, Front Office, Housekeeping, Food & Beverage, Guiding, and Operations teams to ensure seamless service delivery.
- Captured and communicated guest preferences, dietary requirements, and special occasions to relevant departments.
- Prepared pre-arrival guest notes, arranged welcome amenities, and managed room allocations.
- Conducted meet-and-greet services and provided guest orientation upon arrival.
- Monitored in-house guest satisfaction through regular check-ins and proactive service engagement.
- Managed guest requests, feedback, and complaints promptly, implementing service recovery where necessary.
- Coordinated special celebrations (honeymoons, birthdays, anniversaries, VIP stays).
- Maintained accurate guest profiles using PMS and CRM systems such as:
- Oracle Opera
- Semper
- NightsBridge
- Assisted with itinerary planning, activities, and bespoke guest experiences.
- Monitored guest feedback platforms and compiled service improvement reports.
- Supported front-of-house and duty management during peak operational periods.
- Ensured brand standards and service philosophy were upheld at all times.
Core Competencies
- Luxury guest service & personalization
- Guest journey management
- Service recovery & complaint resolution
- PMS & CRM system proficiency
- Cross-department coordination
- Emotional intelligence & empathy
- Attention to detail
- Communication & teamwork
- Multitasking in high-pressure environments
Qualifications
- Grade 12 / Matric (Essential)
- Qualification in Hospitality, Tourism, or Customer Experience (Advantageous)
- Experience in luxury hotels or lodges (Advantageous)
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