Guest Experience

Roles & Responsibilities

• Respond promptly to guest queries, needs, and requests, ensuring each is fulfilled to their complete satisfaction.

• Anticipate guest requirements proactively and deliver personalised, thoughtful service throughout their stay.

• Actively listen to guest concerns and resolve complaints with empathy, ownership, and timely action.

• Oversee and coordinate arrival and departure experiences for VIP and special-category guests.

• Ensure seamless communication between guests and all internal departments for smooth operations.

• Promote all resort events, activities, culinary experiences, and vineyard offerings available at The Source.

• Ensure Trello and internal systems are updated and tasks are followed up by team members.

• Send pre-arrival and welcome emails to guests, creating a personalised start to their stay.

• Assist in handling guest queries, issues, and billing disputes professionally and promptly.

• Conduct guest engagement activities such as cooking sessions and curated on-property experiences.

• Make pre-arrival guest calls to understand expectations and customise the guest journey.

• Create memorable WOW moments and ensure handwritten welcome notes are placed in guest rooms.

• Provide guided property orientation for VIP guests and highlight signature resort spaces.

• Coordinate with the Tour & Tasting Manager to schedule