Guest & Host Experience - Quality & Performance Associate

We’re looking for a hands-on Guest & Host Experience - Quality & Performance Associate to shape, elevate, and champion our Guest Experience strategy end-to-end. This is not just about auditing performance, it’s about defining what exceptional guest experiences look like, building the systems that make them possible, and inspiring the team to deliver consistently outstanding results.
What you’ll do

Hybrid: 2-3 days per week in the office, 2-3 days working from home. Office/home split may adjust for company meet-ups, workshops, trainings, or key launches.

Salary: R20,000- R22,000 per month (ZAR 240,000–260,000 per year), depending on experience and fit.

• Define and own quality: Set the vision for Guest Experience (including Claims), define what “great” looks like, create clear standards, playbooks, rituals, and KPIs.
• Design and run quality programmes: Conduct interaction reviews across calls, emails, chats, tickets, as well as live task evaluations and pre-live reviews of new properties and processes. Use insights to enhance journeys, policies, and tools.
• Turn data into action: Build clear, actionable reporting on quality, claims outcomes, and guest issues. Recommend and implement process changes, experiments, and product improvements.
• Lead coaching and development: Run 1:1s and group sessions, deliver clear feedback, and design learning paths that strengthen judgement, ownership, and guest-first thinking.
• Build and maintain enabling systems: Develop knowledge bases, SOPs, onboarding and refresher training, calibration practices, and frameworks to keep quality consistent as we scale.
• Collaborate with GEX leadership: Influence team structure, hiring, and performance strategy to ensure we deliver best-in-class experiences.

Requirements

• Experienced in leading or building teams in service-driven environments (hospitality, operations, guest services), with a proven track record of improving both performance and experience.
• Comfortable designing processes and systems from scratch, not just following existing playbooks.
• A natural coach and facilitator: able to inspire teams, give candid feedback, and make learning practical and engaging.
• Confident communicator in English, both written and verbal, with strong stakeholder presence.
• Tech-savvy and organised: confident using CRM and productivity tools, able to multitask and manage time effectively.
• Strategic yet hands-on: you can define a vision, then jump in to audit, train, or analyse yourself.
• Hospitality knowledge or Airbnb experience is a plus, but curiosity about guests, hosts, and service design matters most.