Guest Experience Agent

One&Only ResortsCape Town, ZA

17 hours ago

Job description

Job title : Guest Experience Agent

Job Location : Western Cape, Cape Town

Deadline : December 10, 2025

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Job Summary

The Guest Service Agents manages efficiently any internal and external calls and emails, as well as acts as a point of liaison between the guests and any other departments of the resort (FO, Hosts, restaurants, housekeeping, maintenance, SPA, activities etc.). They take and enter all guests’ requests and proficiently communicates to the proper departments by radio, ALICE, phone, or email, and monitors the request until proper completion.

The Guest Service Agents plays a major role in the pre-arrival journey of our guests by creating any itinerary and making all reservations and booking as per guest’s request according to One&Only Brand standard.

Finally, Guest Service Agents have a high sense of customer service and communication, fluent in English (written and spoken), and know how to work under pressure. The use of computer, including Microsoft Office products and systems, Sevenrooms, Open Table and ALICE, as well as the ability to write with high speed and in a professional manner is highly required.

Key Duties and Responsibilities

Development

Carries out any assigned task with honesty, transparency, and integrity

Maintain polite and professional interpersonal relationship with both colleagues and guests

Demonstrate ability to communicate effectively

Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues

Conduct and participate in team meetings and induction of new employees

Attend all pre-shift briefings under the supervision of a departmental leader

Under the direction of the direct responsible leader, plan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations and proper guest service coverage

Product

Act as One&Only brand Ambassador always

Adhere of company ethics & antibribery policies

Understand, instill, and live the Company Philosophy

Ensure compliance with all brand standards, OO markers, quality standards, and SOP

Always maintains workplace discipline in accordance with company philosophy, policies, and procedures

Demonstrate an ability to maintain confidentiality and privacy

Operations

Provide close follow-up of each request to ensure all tasks have been completed in a timely manner according to standard

Showing a personal interest for each of our guests and an authentic goal of being there in any moment

Manage and control efficiently all guest requests and redirect them to the proper departments and colleagues

Correctly inform guests about local activities and restaurants according to standards

Recommend and schedule restaurant reservations and / or activity bookings for the guests based on their needs and expectations

Presents options and alternatives to guests and helps in making choices

Create and send accurate itineraries and information to the guests based on their needs and expectations

Inform all departments of pre-arrival requests made by the guest through ALICE

Manage all pre-arrival and in-house requests of Refreshment Center in ALICE and register guest preferences in SAGA

Manage the shipping of every Lost & Found item as well as communicating every valuable found item in guest rooms

Follow-up with lost luggage from the airport

Coordinate any third-party amenities to be delivered to the guests

Schedule and provide wake-up call as per guest request according to standards

Respond to guest calls for Guest Service within 5-minutes

Answer all guest requests and questions in a friendly and caring manner; provide / receive information and take appropriate actions or refer the matters to the relevant persons to handle

Update guest incidents report in ALCIE

Ensure all guest preferences and allergies as well as amenities are being updated inside the Guest´s SAGA Profile

Manage the personal information of our guests via SAGA

Updates in SAGA affiliations or any other important information on guest profiles after arrivals (Reservations department is in charge before guest arrival)

Ensures all possible existing profiles are either merged or deleted daily through OPERA and SAGA

Ensure efficient communication with your manager and other department to complete any special requests or services required by the guest

Monitor the operations through the Rooms Management function in OPERA.

Support the Front Office-Concierge when necessary

Carefully read the handover to verify pending tasks from previous day and / or shift and to follow up accordingly

Offer alternatives with the guest’s best intention in mind and in line with the One&Only Brand

Know how to use ALICE systems, GMH Reviewpro, OPERA, Sevenroom / OpenTable and SAGA perfectly to ensure a smooth operation and effective communication

Have a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules

Have a complete knowledge of the groups in house, pre and post arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informed

Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities

Always keep an attitude of cooperation and collaboration to ensure the development of the objectives of the hotel and the company and as well as guest’s satisfaction

Have a complete knowledge on all food and beverage products available for room delivery

Maintain excellent communication between the Connectivity Center and the rest of the departments to ensure the regular update of the information

Communicate professionally with our guests via email and ReviewPro Guest Messaging Hub (GMH)

Follow-up all GMH Messages in a timely manner and record all requests made through GMH into ALICE

Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders

Modify and communicate the most up-to-date extensions, direct numbers, and fax numbers

Handle the perpetual telephone operation for the department using the telephone etiquette established by the resort

Wear the uniform provided appropriately, following the grooming and uniforms standards set by the company

PPE (Personal Protective Equipment) provided by the Resort must always be used

Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed

Use the communications tools as per the standard of communication established by the Resort

Performs all assigned duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position

Adheres to all current and any additional organizational policies and standards

Adhere to the tasks delegated by Supervisor / Manager

Quality

Act as a center of coordination for the Guests as well as the hosts & housekeeping departments to complete any guest’s request and inform any urgent information and last-minute announcements

Actively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction

Report any guest’s issue to the appropriate department or colleagues through ALICE or phone to provide a prompt and satisfactory response

Contact the guest’s prior arrival sharing all important information relevant to the guest stay

Ensure special requests are met prior guest arrival

Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.

Support the coordination of guests’ services such as spa appointments, dining reservations or activities bookings, among others

Provides helpful, friendly, and prompt personalized telephone service to all guests (external and internal)

Provides the Hosts and / or Runners with information regarding guest’s arrival and organizes the distribution of amenities

Follow up on guests’ requirements based on Opera / PMS and ALICE information and ensures that runners deliver the proper items in a timely manner

Improve guest satisfaction

Attending calls within 3 rings with proper greetings

Observing proper and professional email and telephone etiquette

Consistently improve or quality of service

Effective in complaint handling and problem resolution

Skills, Experience, & Educational Requirements

Education : High School completed – University Degree optional

Minimum Experience : 2 years in same or similar position

Language(s)

Language :

Language : English 90%

Computer savvy is highly required

Basic understanding of OPERA PMS System, ALICE

Other Skills : Organized, multitasking, work well under pressure, mental agility, good interpersonal relationship, analytic, great tone of voice, positive attitude, and customer oriented

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Guest Experience Agent • Cape Town, ZA

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