Hotel jobs in Gauteng, Gauteng

About Estaga

Estaga is a fast-growing Vacation Rental Management company operating across the United States. We manage a portfolio of premium short-term rental properties and are passionate about delivering exceptional guest experiences while providing outstanding service to property owners.

We are looking for an experienced Guest Relations Specialist who thrives in fast-paced environments, communicates with confidence, and knows how to turn challenging guest situations into positive experiences.

If you're someone who can stay calm under pressure, de-escalate conflicts, and genuinely enjoys helping people, we'd love to hear from you.

Position Overview

As our Guest Relations Specialist, you will be the primary point of contact for guests before, during, and after their stay. Your mission is to provide exceptional customer service, resolve guest concerns quickly, and protect our company reputation by preventing negative reviews through outstanding communication.

This is not a maintenance coordination role. Your responsibility is to communicate with guests, perform basic troubleshooting, create tasks for the operations team, and ensure every guest feels heard, supported, and cared for.

Key Responsibilities

• Deliver exceptional customer service through phone calls, Guesty messaging, email, and chat.
• Respond promptly and professionally to guest inquiries before, during, and after their stay.
• Resolve guest complaints with empathy and professionalism.
• De-escalate difficult situations and turn unhappy guests into satisfied guests.
• Handle urgent guest concerns while remaining calm under pressure.
• Provide clear updates regarding maintenance issues and expected resolution times.
• Perform basic troubleshooting with guests before escalating issues.
• Create detailed maintenance tasks for internal teams, including all relevant guest information, photos, and troubleshooting notes.
• Follow up with guests until issues are fully resolved.
• Monitor guest satisfaction throughout the stay.
• Respond to guest reviews and assist with reputation management across booking platforms.
• Identify opportunities to prevent negative reviews through proactive communication.
• Work closely with maintenance, cleaning, and operations teams to ensure seamless guest experiences.
• Maintain accurate records of guest interactions in Guesty.

We're Looking For Someone Who

• Is an exceptional communicator with outstanding spoken and written English (C1 level or higher).
• Has proven experience in customer support, hospitality, guest relations, or vacation rental management.
• Can confidently handle upset or frustrated customers over the phone.
• Knows how to build trust and create positive guest experiences.
• Is empathetic, patient, and solution-oriented.
• Remains calm and professional in high-pressure situations.
• Has excellent conflict resolution and negotiation skills.
• Is highly organized with strong attention to detail.
• Can multitask efficiently in a fast-paced environment.
• Is comfortable learning and working with digital platforms such as Guesty, Breezeway, Airbnb, Booking.com, VRBO, Slack, and other communication tools.

Requirements

• Minimum 2 years of experience in Guest Relations, Customer Support, Hospitality, Hotel Front Office, Call Center, or Vacation Rental Management.
• Fluent English (spoken and written) is required.
• Excellent phone communication skills.
• Strong problem-solving abilities.
• Experience working remotely is an advantage.
• Experience with Guesty or another Property Management System (PMS) is a plus.

Working Hours

• Full-time position
• Schedule based on Eastern Standard Time (EST) from 8 am till 5 pm (Negotiable)

What We Offer

• Competitive salary
• Remote work opportunity
• Supportive and collaborative international team
• Career growth opportunities within a rapidly growing company
• Professional development and ongoing training
• Opportunity to make a real impact on the guest experience

Job Type
Full-time

Experience
Guest Relations / Customer Support / Hospitality: 2+ years (Required)

Language
Fluent English (C1 or higher) Required

If people often tell you that you're great at calming others down, solving difficult situations, and making customers feel genuinely cared for, we'd love to meet you.

Job Type: Full-time

Pay: R16 500,00 - R20 000,00 per month

Application Question(s):

• This role requires speaking with upset guests over the phone. How comfortable are you handling difficult conversations?

Experience:

• guest relations, hospitality, or vacation rentals: 1 year (Required)

Language:

• English (C1/C2 level) (Required)

Work Location: In person