GUEST & COMMUNITY ENGAGEMENT SPECIALIST

CAPE TOWN, RSA

START DATE: ASAP

***Only SA Nationals or those with the right to work in South Africa will be considered. No visa support is provided***

Our client, a leading luxury safari travel company, is seeking a talented Guest & Community Engagement Specialist to shape how guests connect with the brand—before, during, and long after their journey. In this high‑impact role, you’ll manage guest feedback, elevate online reputation, and grow a vibrant digital community across key review sites and social platforms.

You’ll craft thoughtful, on‑brand responses, analyse sentiment, spot trends, and turn guest insights into actionable recommendations for Marketing, Operations, Sales, and Guest Relations. With a blend of strategic thinking and hands‑on execution, you’ll strengthen brand visibility, refine the company’s digital voice, and ensure every interaction reflects the authenticity and excellence the brand is known for.

A key part of the role includes nurturing relationships with past guests—driving repeat stays, referrals, and long‑term loyalty through meaningful engagement and personalised communication. Ultimately, you’ll help the company not just listen to guest feedback but actively shape conversations across the digital landscape.

REQUIREMENTS:

Experience & Qualifications

• 4+ years of experience in hospitality, travel, or tourism, ideally within the luxury or experiential segment.
• Proven experience managing online/social media brand reputation or customer feedback platforms.
• Background in Marketing, Communications, or Customer Experience.
• 2+ years of copywriting experience to support brand-building response matrix on social channels.
• Experience in analytics, CRM, or data reporting tools an advantage.
• Strong understanding of digital and social platforms (All social channels + platforms like GuestRevu, TripAdvisor, Google Reviews etc.)

Skills and Attributes

• Strategic mindset: Ability to connect guest and community feedback to wider business goals and brand strategy.
• Social Media Platforms: Strong understanding of social media algorithms and engagement mechanics.
• Strong writing skills: Excellent written communication with the ability to adapt tone to different guest scenarios and platform-native formats.
• Strong Communication: Confident representing the brand publicly in real-time conversations.
• Analytical acumen: Comfortable interpreting qualitative and quantitative data to generate actionable insights.
• Customer-centric: An empathetic and intuitive understanding of guest needs and emotions, with the ability to manage sensitive guest communications. A proactive, community-building mindset, not just reactive.
• Collaborative: Able to work cross-functionally with multiple teams and manage senior stakeholder relationships.
• Crisis awareness: Calm and solution-oriented under pressure.
• Organised and proactive: Able to manage multiple feedback channels and follow through on insights.

Together with Greenpop we have joined the TREEvolution!  

We pledge to plant two trees for every successful placement, one on behalf of YOU and one on behalf of our client!