Guest Experience Associate

• Compensation: Market-related, commensurate with experience
• Role type: Permanent | Full Time | Onsite
• Relocation: Considered for the right candidate

Satāya is representing a distinguished luxury farm estate in the Cape Winelands, celebrated for its exceptional guest experience and the seamless integration of the region, world-class food and wine, and beautifully appointed accommodation. The property has built a loyal following among discerning domestic and international travellers, and is widely regarded as one of the region's most special destinations.

They are seeking a Guest Experience Host to serve as the primary custodian of the guest journey from arrival through to departure. This is not a conventional front-of-house role. It calls for someone with genuine emotional intelligence, operational precision and a strong instinct for anticipation — someone who creates experiences that feel effortless, even when significant coordination is happening behind the scenes.

The successful candidate will be the human thread connecting each guest to the property's rhythms, experiences and people, working closely with a values-led team to ensure every stay reflects the highest standards of personalised care.

• Welcome and orientate guests upon arrival, ensuring a warm and personalised first impression.
• Facilitate seamless arrivals, stays and departures from end to end.
• Ensure all guest preferences, requests and relevant information are accurately recorded and communicated across the team.
• Act as the primary point of contact for guests throughout the duration of their stay.
• Anticipate guest needs and respond to requests with care, professionalism and efficiency.
• Support guests in navigating and participating in their personalised journey at the property.

• Manage all guest communications during the stay through approved channels.
• Ensure responses are timely, clear and thoughtfully considered.
• Maintain accurate guest information and update all relevant systems accordingly.
• Ensure changes to guest preferences, dietary requirements, celebrations or special requests are communicated to the appropriate teams without delay.

• Coordinate daily guest experiences and on-property activities in collaboration with the wider team.
• Arrange activities, special requests, transport and reservations as required.
• Facilitate changes to guest itineraries, ensuring all operational details are effectively communicated and executed.
• Assist in coordinating external practitioners and experience providers where applicable.

• Ensure all guest-facing areas remain welcoming, presentable and aligned with property standards at all times.
• Conduct final arrival readiness checks in collaboration with Housekeeping.
• Ensure guest amenities, welcome touches and personalised details are prepared and delivered.
• Maintain oversight of the on-site retail space, farm shop and other guest-accessible areas.
• Monitor and report any maintenance concerns affecting guest comfort or safety.

• Maintain accurate guest accounts and ensure all charges are correctly captured.
• Ensure guest records, profiles and operational systems are kept current and up to date.
• Complete all guest-related administration accurately and within required time frames.
• Support reporting and operational processes relating to the guest experience.

• Naturally warm, attentive and organised, with a genuine passion for guest care and luxury hospitality.
• Previous experience in a luxury hospitality setting (hotel or restaurant) with a high-end guest relations experience.
• Calm under pressure and readily adaptable to shifting priorities and circumstances.
• Highly organised with strong administrative skills and a sharp attention to detail.
• An excellent communicator who builds trust and rapport with ease.
• Proactive and solutions-oriented, with the ability to anticipate needs before they arise.
• Comfortable coordinating multiple priorities simultaneously without losing sight of the bigger picture.
• A collaborative team member who contributes positively across departments.
• Aligned with the values of care, quality and exceptional guest experience.
• Proficiency in hospitality management systems and guest-facing technology would be advantageous.

• A well-established luxury farm destination with a strong reputation among both domestic and international travellers.
• A role with real…