Guest Experience & Operations Coordinator

About Us

Long Street Backpackers is one of Cape Town's most iconic hostels — a social, characterful property right in the heart of the city. Alongside the hostel, our building is home to Sweeties Beerhall, the Longstreet Market, and a lively events space. We're a small but dynamic team, and every person we hire plays a meaningful role in the guest experience we're known for. We're now looking for a highly capable Guest Experience & Operations Coordinator to be the operational engine of the property.

THE ROLE

This is not a standard front desk job. The Guest Experience & Operations Coordinator sits at the heart of our operation — managing check-ins and check-outs, running our booking channels and PMS, overseeing our digital presence and online reputation, handling financial reconciliations, and administering our bar and spaza retail systems. If you're someone who thrives in a fast-paced environment, loves hospitality, and is equally comfortable with a guest and a spreadsheet, this role was built for you.

WHAT YOU'LL DO

• Manage daily guest check-ins, check-outs, and room inspections
• Administer our Cloudbeds PMS — maintaining inventory, rate plans, and booking accuracy across all OTA channels
• Apply dynamic pricing strategies and manage our presence on Booking.com, Hostelworld, Airbnb, and more
• Maintain and optimise our Google Maps, TripAdvisor, and social media listings
• Respond to guest reviews and support growth in direct bookings
• Complete weekly cash-ups, financial reconciliations, and management reporting
• Administer the Lightspeed POS system for bar and spaza operations — stock records, pricing, and shortages
• Support and coordinate the reception team
• Liaise with management on operational performance, escalations, and improvement initiatives

WHAT WE'RE LOOKING FOR

Essential:

• Previous experience in a hospitality or guesthouse front office role
• Hands-on experience with a PMS system (Cloudbeds or similar)
• Confident managing OTA platforms and applying revenue management principles
• Strong attention to detail — particularly for financial reconciliation and reporting
• Self-managed, reliable, and able to hold the fort without constant supervision
• Excellent communication skills — written and verbal

Advantageous:

• Experience with Lightspeed POS or a similar retail/bar system
• Familiarity with Google Business, TripAdvisor, and social media management
• Prior team leadership or supervisory experience

ROLE DETAILS

Location Long Street Backpackers, Cape Town

Employment Type Full-Time

Department Operations

Reports To General Manager

Availability Flexibility required — including weekends and public holidays

HOW TO APPLY

If you're an experienced hospitality operator who takes pride in running a tight ship and creating memorable guest experiences, we'd love to hear from you.

Send your CV and a short covering note (tell us about your PMS and OTA experience) to:

[[email protected]]

Long Street Backpackers, Cape Town (walk-in applications also welcome)

Please note: Only candidates with valid South African work authorisation will be considered.

Ability to commute/relocate:

• Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are you authorised to work in South Africa

Education:

• High School (matric) (Preferred)

Experience:

• Hospitality: 3 years (Preferred)
• Management: 2 years (Preferred)

Work Location: In person