Guest Experience

1 week ago

Franschhoek, South Africa Franschhoek Wine Tram Full time

A leading tourism company in the heart of **Franschhoek** is seeking a motivated and service-oriented **Guest Experience & Operations Supervisor** to join our team. This dynamic role blends **guest relations, tour coordination, and operational oversight**, making it ideal for individuals passionate about hospitality with a strong eye for detail and smooth service delivery.

**Key Responsibilities**

**Guest Relations & Visitor Experience**
- Welcome guests warmly and provide exceptional service throughout their journey.
- Engage confidently with individuals and groups from diverse backgrounds.
- Handle guest challenges with professionalism, empathy, and discretion.
- Maintain composure in high-pressure situations while ensuring guest satisfaction.
- Support and guide visitors across all service areas.

**Service & Tour Coordination**
- Oversee the daily flow of scheduled tours, transport logistics, and service operations.
- Liaise with wine estates and partners to ensure seamless guest experiences.
- Maintain strong product knowledge to provide accurate information and recommendations.
- Manage on-the-day service delivery and report feedback to management.
- Assist in planning and scheduling tours in line with operational capacity.

**Operations & Yard Control**
- Supervise the readiness and movement of vehicles and equipment in the yard.
- Monitor yard safety, organization, and cleanliness, ensuring compliance with standards.
- Work closely with the control room and logistics teams to ensure punctual operations.
- Report maintenance issues or irregularities promptly.

**Requirements**:

- Based in Franschhoek, Paarl, or Stellenbosch area (or able to commute reliably).
- Valid driver’s licence and own transport.
- Fluent in **English and Afrikaans**.
- Matric certificate required.
- Previous experience in **tourism, hospitality, logistics, or guest relations**.
- Strong verbal communication and conflict management skills.
- Passionate about service excellence and the tourism industry.
- Flexible to work weekends, public holidays, and extended hours.

**Application Instructions**
To apply, please submit:

- Updated CV
- Recent photograph
- Matric certificate
- Relevant qualifications
- Contactable references (must be current)

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Franschhoek, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer Service: 3 years (required)
- Site Supervision: 3 years (required)

Work Location: In person

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