Guest Experience Specialist

2 weeks ago

Durban, South Africa Houst Full time

**_Pay 12,000 - 15,000 ZAR PM_**
- We’re Houst, a property management company. Our mission is to make Houst the global home of hosting. _We’ve signed up thousands of happy hosts, helping them to make over £115,000,000 in earnings._The business has expanded worldwide - we’re operating in over 20 cities globally, from Auckland to Lisbon, and there’s a lot more to come. _We have three types of customers (hosts, guests and cleaners), we built the Houst product for our hosts. From holidaymakers to full-time landlords; host happiness is central to everything we do._

You will be dealing with different customers, escalating cases when required, and interacting with other teams to resolve issues to the highest standard. Therefore you will have to be a good team player and pay special attention to detail. If you have worked in a fast-paced environment you will know that you require to be well organized with the ability to multitask and prioritize workload.

**Responsibilities**:

- Answer and manage inbound calls from guests, property owners, and other stakeholders
- Take inbound calls and make outbound calls to guests and property owners to follow up on requests and inquiries
- Resolve customer complaints and concerns in a timely and professional manner
- Provide accurate and up-to-date information on Airbnb properties, policies, and procedures
- Manage reservations and bookings through the Airbnb platform
- Maintain detailed and accurate records of all customer interactions in the company's CRM system
- Collaborate with other team members to provide seamless customer support
- Perform other duties as assigned by the management team

**Requirements**:

- Hold South African citizenship or a valid work permit for South Africa. (mandatory)
- Fluent in English. (mandatory)
- Proven experience as a call centre agent or customer service representative
- Excellent verbal and written communication skills.
- Strong problem-solving skills and ability to handle difficult customers
- Ability to multi-task and work in a fast-paced environment
- Knowledge of the Airbnb platform and hospitality industry is a plus
- Experience using CRM software is a plus
- Flexibility to work different shifts including evenings, weekends and holidays
- Must be able to work remotely

**Benefits**
- Enviable company culture - we’ve put time into getting our work culture just right. Regular team social events, company-wide recognition of outstanding work.
- A platform with a range of wellbeing videos, food and shopping discounts.
- BetterHelp therapy
- Laptop - For business use

  • Guest Experience Expert

    1 week ago

    Durban, South Africa Marriott International, Inc Full time

    **Additional Information** **Job Number**25158173 **Job Category**Rooms & Guest Services Operations **Location**Protea Hotel Fire & Ice! Durban Umhlanga Ridge, 14 Palm Boulevard, Umhlanga Ridge, Durban, South Africa, South Africa, 4320 **Schedule**Full Time **Located Remotely?**N **Position Type** Non-Management *** Our jobs aren’t just about giving...

  • Guest Experience Expert sa

    3 days ago

    Durban, South Africa Marriott International, Inc Full time

    **Additional Information** **Job Number**24190024 **Job Category**Rooms & Guest Services Operations **Location**Protea Hotel Fire & Ice! Durban Umhlanga Ridge, 14 Palm Boulevard, Umhlanga Ridge, Durban, South Africa, South Africa, 4320 **Schedule**Full Time **Located Remotely?**N **Position Type** Non-Management *** Our jobs aren’t just about giving...

  • Guest Experience Coordinator

    7 days ago

    Durban, South Africa First Group Management Full time

    **Join the First Group Team** **Position**: Guest Experience Coordinator **Business Unit**: Reservations **Commencement**: ASAP **Purpose of the Role** Deliver an exceptional member experience by handling holiday reservations with efficiency, professionalism, and care — ensuring every booking meets the unique needs of our valued members. **Key...

  • Guest Experience Expert_SA

    3 days ago

    Durban, KwaZulu-Natal, South Africa Marriott International Full time R250 000 - R400 000 per year

    Additional InformationJob Number Job CategoryRooms & Guest Services OperationsLocationProtea Hotel Karridene Beach, Old South Coast Road, Durban, South Africa, South Africa, 4126ScheduleFull TimeLocated Remotely?NPosition Type Non-ManagementMarriott International olarak, kapısı herkese açık ve fırsata erişim imkânı sunan bir eşit fırsat işvereni...

  • Front Office Manager — Guest Experience

    1 week ago

    Durban, South Africa Blue Waters Hotel Full time

    A prestigious hotel in Durban is seeking a Front Office Manager to oversee front office operations. The ideal candidate will have extensive experience in hospitality, strong leadership skills, and proficiency in Opera PMS. Responsibilities include managing staff, handling guest inquiries, and ensuring high standards of customer service. This is a full-time...

  • Guest Arrival Expert

    7 days ago

    Durban, South Africa Marriott International, Inc Full time

    **Job Number** 22174693 **Job Category** Rooms & Guest Services Operations **Location** Protea Hotel Karridene Beach, Old South Coast Road, Durban, South Africa, South Africa VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** First impressions are everything. When guests arrive at our...

  • Bar Manager

    13 hours ago

    Durban, South Africa Club Med Full time

    A leading resort company is seeking a Bar Manager for their location in Durban, South Africa. The ideal candidate will supervise bar operations, lead a motivated team, and ensure guest satisfaction through exceptional service. This role requires 1 to 3 years of experience and offers benefits including accommodation and meals. Join to create memorable...

  • F&B Operations Lead

    4 days ago

    Durban, South Africa The Oyster Box Full time

    A luxury hotel in Durban seeks a Food and Beverage Supervisor to ensure optimal service and staff performance. Candidates should have a hotel school qualification and at least 2 years' supervisory experience in a 4 or 5-star establishment. Responsibilities include managing food and beverage operations, maintaining quality standards, and focusing on guest...

  • Food & Beverage Supervisor — Elevate Guest Experience & Revenue

    1 week ago

    Durban, South Africa Red Carnation Hotels Full time

    A luxury hotel group in Durban is seeking a Food and Beverage Supervisor to manage operations and ensure high service standards. This role involves overseeing staff, evaluating guest satisfaction, and enhancing menu offerings. Candidates should have a hotel school qualification and relevant experience. Strong communication and leadership skills are...

  • Guest House Manager

    2 weeks ago

    Durban North, South Africa Capital Debt Inc. Full time

    **Guest Satisfaction**:Ensuring overall guest satisfaction - **Communication**:Establishing clear and effective communication with - **Response rate**: A response rate no longer than 60 minutes - **Linen Management**: Overseeing the timely and efficient arrangement of clean linen, towels, and other essential amenities to maintain a well-prepared and...