CAREERS AT NEIGHBOURGOOD

COMMUNITY
HOST

Start Date: TBC

Location: Cape Town

Salary: Market Related

Job Type: Permanent

JOB DESCRIPTION

Reports to: Community Manager

As a Community Host, you'll be part of the Community Management team at Neighbourgood. You will report to your location each day to support the community, and act as the “face” of Neighbourgood. The purpose of a Community Host in hospitality is to support Neighbourgood’s No 1 Value which is that “we are guest obsessed” Everything to do with the role is centered around maintaining, increasing or surpassing guest experience and guest expectation. This role plays a crucial part in enhancing the overall guest experience and fostering a sense of belonging and connection amongst our members and guests.

RESPONSIBILITIES

  • Handling and confirming room check ins

  • Confirming with housekeeping which rooms are ready for check in and updating the system accordingly

  • Preparing arrival packs and welcome notes for each and every room check ins

  • Directing early arrivals to the waiting area whilst the room is being prepared.

  • Build and maintain relationships with strategic corporate clients and agents

  • Cover the front desk during the location’s set shift allocated hours and be an on-site point of contact, easily located at reception.

  • Ensure that all booking payments are taken in accordance with the requirements of the bookings made and maintain our “no pay, no stay” policy on check in.

  • Ensure that all guests are communicated to prior to arrival through WhatsApp or telephonic communication in order to boost the welcoming atmosphere when a guest arrives onsite.

  • Ensure that communication is maintained with the guest throughout their stay and post departure in order to build community with the guest.

  • Maintain awareness of all Neighbourgood events in order to accurately communicate this through to our guests.

  • Greet members and guests with a warm and welcoming demeanour.

  • Manage member check-ins and check-outs, alongside the Community Manager.

  • Ensure all visiting guests are in accordance with Neighbourgood’s guest policy by ensuring all guests properly sign in.

  • Learn the names of members and guests with the goal of building relationships in order to facilitate the sense of community that Neighbourgood is known for.

  • Anticipate member and guest needs before they arise using relevant information collected about members to enhance and personalise their experience.

  • Answer any questions from members and guests related to the location including wayfinding, policies and procedures, community etiquette, etc.

  • Solve member-related issues to ensure a cohesive community.

  • Identify issues and guest complaints for escalation to the Community Manager and document accordingly.

  • Assist walk in guests that would like to make bookings at the site and accurately handle quotations and check in.

  • Assist guests that would like to extend their bookings on premise and ensure that bookings are made directly with us and not through a third party channel.

  • Ensure all arrival checks are completed daily and are in line with booking portals.

  • Assist to handle and maintain reservations after hours.

  • Ensure that the system is consistently updated with all the necessary

  • information as per guidelines of the company.

  • Ensure that your knowledge of how to navigate the system being used is up to date and relevant. In order to maintain relevance ensure that training sessions are consistently and frequently attended.

  • Ensure that all arrivals are properly checked in on the system and payments are correctly posted.

  • Ensure that all guest profiles are properly updated with the relevant information in line with company policies.

QUALIFICATIONS & REQUIREMENTS

  • Previous experience in a hospitality or customer service role is preferred.

  • Excellent communication and interpersonal skills to effectively engage with guests, staff, and partners.

  • Strong organisational and multitasking abilities to handle multiple priorities and deadlines.

  • Proactive problem-solving skills with the ability to make sound decisions under pressure.

  • Familiarity with hospitality software systems and online community management platforms.

  • A passion for delivering exceptional customer service and creating memorable guest experiences.

  • Knowledge of local attractions, events, and resources to assist guests effectively.

  • Flexibility to work evenings, weekends, and holidays as required by operational needs.

  • Fluency in additional languages is a plus.

APPLY NOW

careers@neighbourgood.co.za