Guest & Operations Lead

SUMMARY:
The Guest & Operations Lead will play a key role in managing guest communications, operational administration, and booking coordination across multiple hospitality platforms.

POSITION INFO:

Guest & Operations Lead

Join a growing family-run hospitality business delivering exceptional guest experiences across short-term lets and hotel accommodation.

Remote (SA)  | UK rota shifts including weekends | R30,000 – R40,000

About Our Client

Our client is a growing family-run property management and hospitality business specialising in high-quality accommodation and guest experiences. The business is built around exceptional service, attention to detail, and creating positive experiences for both guests and property owners.

With a fast-paced and guest-focused environment, the company values reliability, professionalism, and a proactive approach. This is an opportunity to join a supportive team where operational excellence and customer care are at the centre of the business.

The Role: Guest & Operations Lead

The Guest & Operations Lead will play a key role in managing guest communications, operational administration, and booking coordination across multiple hospitality platforms. This position is responsible for ensuring a seamless guest experience while supporting the smooth day-to-day running of operations.

This role suits someone who thrives in a fast-paced hospitality environment, enjoys problem-solving, and is confident managing guest interactions while balancing operational responsibilities independently.

Key Responsibilities

• 5+ years’ experience in a similar 5-star guest services, hospitality, hotel reception, or customer-facing role
• Handle incoming calls and guest enquiries professionally and efficiently
• Manage bookings, reservations, amendments, cancellations, and guest records accurately
• Resolve guest issues and recovery situations quickly to ensure positive outcomes
• Support guest payment checks and payment processing administration
• Coordinate with internal teams to ensure smooth day-to-day operations
• Support the Operations team with administrative and operational tasks
• Run reports and assist with operational tracking activities
• Maintain accurate booking records and operational information across systems
• Manage booking calendars, reservation updates, and partner booking platforms
• Maintain iCal links and ensure booking information is accurate across all systems
• Liaise professionally with property owners when required

About You

• 5+ years’ experience within hospitality, guest services, hotel reception, luxury retail, or a similar customer-facing environment
• Strong guest-facing experience essential
• Excellent communication and customer service skills
• Highly organised with strong multitasking abilities
• Comfortable working independently and taking ownership of responsibilities
• Calm under pressure with a solutions-focused mindset
• Tech-savvy with the ability to learn new systems quickly
• Experience using property management systems and booking platforms preferred
• Strong administration and operational coordination skills
• Positive, dependable, and proactive approach to work
• Strong team player who communicates effectively and supports colleagues
• Experience in marketing, social media, or communications would be advantageous

Working Hours

• Remote role operating on UK rota shifts across 7 days, including weekends
• Rotating schedules including:
  • 3 days on / 4 days off
  • 4 days on / 3 days off
• Monday – Friday shifts: 10:00 – 22:00 UK time
• Saturday & Sunday shifts: 09:00 – 22:00 UK time
• Scheduled unpaid breaks included within shifts