German & English-Speaking Guest Relations Specialist

Synopsis

We are recruiting an experienced bilingual Guest Relations Specialist for an established company in the hospitality industry. This position is responsible for managing guest concerns, service recovery and escalations with empathy, fairness and sound judgement, while strengthening guest loyalty and satisfaction.

Key Responsibilities

• Act as a central point of contact for guest enquiries, concerns, complaints and feedback.
• Investigate service-recovery cases and escalated issues thoroughly and resolve them with empathy and urgency.
• Coordinate with operations, guest services, marketing, legal and other internal stakeholders to reach fair outcomes.
• Monitor guest feedback, reviews, survey results and satisfaction trends to identify improvement opportunities.
• Maintain accurate CRM records of interactions, investigations, resolutions and follow-ups.
• Prepare clear, personalised guest correspondence, including apologies, goodwill responses and resolution summaries.
• Maintain strong working knowledge of policies, procedures and booking processes.
• Share recurring guest themes and practical recommendations with the wider guest-experience team.

Qualifications / Minimum Requirements

• Matric / Grade 12.
• Professional spoken and written German and English -mandatory.
• 3-5 years' contact-centre experience, with relevant hospitality, travel or tourism exposure.
• A hospitality, travel or tourism qualification is advantageous.
• Strong problem-solving, diplomacy and service-recovery capability.
• Exceptional written communication, emotional intelligence and attention to detail.
• Experience with Salesforce or another CRM system, together with Microsoft Office.
• Able to work varied shifts and public holidays in a fast-paced service environment.