German & English Speaking Guest Relations Specialist

About Our Client

Our client is a prestigious international luxury travel and hospitality organisation providing highly personalised experiences to discerning guests across global markets.

Operating within a multicultural and service-driven environment, the organisation is committed to exceptional hospitality, guest satisfaction and building long-term relationships based on trust, fairness and understanding.

Position Overview

Our client is seeking an experienced, bilingual German- and English-speaking Guest Relations Specialist to serve as a key link between guests and internal operational teams.

The successful candidate will manage guest enquiries, pre- and post-travel concerns, service recovery matters and escalated complaints. This position requires a calm, empathetic and solutions-focused professional who can protect the organisation’s premium reputation while delivering fair and efficient resolutions.

The role involves collaboration with both operational and corporate departments to ensure that guest concerns are thoroughly investigated, appropriately resolved and accurately documented.

Key Responsibilities

• Serve as the primary corporate point of contact for guest enquiries, concerns, complaints and feedback.
  
• Manage pre- and post-travel guest relations matters professionally and efficiently.
  
• Investigate guest complaints, service incidents and escalated concerns.
  
• Resolve service recovery cases with empathy, diplomacy and sound judgement.
  
• Communicate clearly with guests throughout the investigation and resolution process.
  
• Collaborate with internal operational, hospitality, marketing, legal and customer service departments.
  
• Liaise with relevant shoreside and onboard teams to gather information and resolve guest concerns.
  
• Ensure that all resolutions are fair, consistent and aligned with organisational policies.
  
• Monitor guest satisfaction surveys, reviews and Net Promoter Score data.
  
• Identify recurring guest concerns, service trends and opportunities for improvement.
  
• Maintain complete and accurate records of guest interactions, investigations, outcomes and follow-up actions.
  
• Capture and update all relevant information on the company’s CRM system.
  
• Draft professional and personalised correspondence to guests.
  
• Prepare apology letters, resolution reports and communication relating to goodwill gestures.
  
• Maintain a strong working knowledge of booking procedures, service policies and operational processes.
  
• Follow up with guests and internal stakeholders to ensure that agreed actions have been completed.
  
• Protect the organisation’s luxury service standards and brand reputation.
  
• Provide constructive feedback and recommendations to improve the overall guest experience.
  
• Handle confidential and sensitive guest information with professionalism.
  
• Manage multiple cases and priorities within a fast-paced, detail-oriented environment.
  

Requirements

• Matric or Grade 12 qualification.
  
• A minimum of three to five years’ contact centre experience.
  
• Fluency in both German and English, including strong written and verbal communication skills.
  
• Relevant experience within customer service, guest relations, travel, tourism, hospitality or a similar service-driven industry.
  
• Experience resolving customer complaints, escalations or service recovery cases.
  
• Strong administrative and professional correspondence-writing skills.
  
• Experience using CRM systems and Microsoft Office applications.
  
• Salesforce experience will be advantageous.
  
• A hospitality, travel or tourism qualification will be advantageous.
  
• Availability to work various shifts.
  
• Willingness and availability to work on public holidays when scheduled.
  

Required Skills and Competencies

• Fluent German and English communication
  
• Guest relations
  
• Complaint resolution
  
• Service recovery
  
• Customer escalation management
  
• Conflict resolution
  
• Emotional intelligence
  
• Empathy and diplomacy
  
• Professional correspondence
  
• Problem-solving
  
• Investigation and case management
  
• CRM administration
  
• Salesforce
  
• Microsoft Office
  
• Stakeholder management
  
• Attention to detail
  
• Time management
  
• Multitasking
  
• Cultural awareness
  
• Luxury customer service
  

Ideal Candidate Profile

The ideal candidate is emotionally intelligent, diplomatic and highly professional. You should be able to listen carefully, investigate concerns objectively and communicate resolutions in a manner that leaves guests feeling heard, respected and fairly treated.

You will be suited to this opportunity if you:

• Remain calm and professional when managing difficult or emotional interactions.
  
• Communicate fluently and confidently in both German and English.
  
• Can write polished, personalised and grammatically accurate guest correspondence.
  
• Apply empathy without losing sight of company policies and operational realities.
  
• Take ownership of guest concerns from initial contact through to final resolution.
  
• Work accurately when managing several complex cases simultaneously.
  
• Build effective relationships with internal stakeholders across different departments.
  
• Are comfortable working within a structured, shift-based contact centre environment.
  
• Have a genuine passion for luxury hospitality and exceptional guest experiences.
  

Remuneration

The position offers a Total Cost to Company package of R29,601.00 per month.

This amount is inclusive of all applicable allowances, including:

• Night-shift allowance
  
• Travel allowance
  
• Medical aid contribution
  

Candidates should carefully consider the full package before applying, as the stated amount represents the complete monthly Total Cost to Company.

Application Information

Suitable candidates are invited to submit an updated CV clearly outlining:

• Their German-language proficiency
  
• Contact centre experience
  
• Guest relations and customer service experience
  
• Complaint-resolution and escalation-management exposure
  
• CRM systems used
  
• Current or most recent salary
  
• Notice period
  
• Availability to work shifts and public holidays