Guest Experience Specialist
About the Company: Our client is a dynamic and fast-growing property management company specialising in high-end short-term rentals. With a portfolio of properties spread across Cape Town, the team is passionate about delivering exceptional guest experiences while maintaining the highest standards in property operations. The work environment is fast-paced, team-oriented, and constantly evolving perfect for individuals who thrive on challenge and variety.
This is a guest-focused role that calls for proactivity and teamwork. Together with your fellow Guest Experience Specialists, you will deliver a high standard of service to all our guests. You need to keep calm under pressure and be able to convey genuine empathy. You''ll work in a high-intensity environment, collaborating with your team while also thriving when left to solve problems independently. You''ll work closely with Operations, Property Management, and Maintenance to ensure all guests are well taken care of.
What You''ll Be Doing:
- Keeping our guests happy!
- Representing our company to clients and guests via phone, email, and messages
- Liaising between Property Managers, Operations, Concierges, and guests
- Answering emails, messages, and phone calls in a high-volume environment
- Creating bookings and processing payments
- Coordinating Concierges and check-in times
- Problem-solving with your team daily
Who You Are:
- Based in Cape Town
- Empathetic with high emotional intelligence
- 2+ years of experience in hospitality or customer service (structured role preferred)
- Able to work shifts (morning, mid, and late shifts, including weekends)
- A quick-thinking problem solver who thrives under pressure
- A team player with high attention to detail
- Tech-savvy and adaptable
- Excellent written and verbal communication skills
Work Structure & Benefits:
- Hybrid shifts:
- Early: 8:00 AM 5:00 PM (office)
- Mid: 10:00 AM 7:00 PM (remote)
- Late: 2:30 PM 11:30 PM (Remote)
- 2 days off per week
- Salary: R16,000 - R19,000 (basic) + quarterly incentives (R3,000 - R5,000)
- Training: 1 to 2 months (fixed R15,000 Basic, Monday-Friday, 8:00 AM 5:00 PM in-office)
- Growth: 8% annual increase (performance-based), promotion opportunities
- Leave: 18 days per year
- Well-being: Free mental health program (extends to family)
