Hotel Guest Experience Agent

Minimum Requirements

• Minimum 2 years guest relations, guest experience or front-of-house experience within a 4 or 5 star hotel environment
  - Previous experience as a Guest Relations Agent, Guest Experience Host or similar guest-facing hotel position advantageous
  - Diploma or certificate in Hospitality Management advantageous
  - Strong knowledge of guest service, VIP hosting and complaint handling
  - Proficiency in Opera PMS and Microsoft Office
  - Excellent interpersonal and communication skills with a strong guest-centric approach
  - Professional, polished and confident when interacting with guests, including VIP and high-profile guests
  - Strong organisational and problem-solving skills
  - Ability to remain calm, professional and solution-focused when handling challenging guest situations
  - Good knowledge of Cape Town and its restaurants, attractions and experiences advantageous
  - Flexibility to work shifts, evenings, weekends and public holidays according to operational requirements
  - South African citizen with a valid South African ID

Key Responsibilities

• Act as a key point of contact for guests, ensuring a seamless and personalised experience from arrival through to departure
  - Welcome guests warmly and build genuine relationships throughout their stay
  - Anticipate guest needs and provide personalised assistance, recommendations and solutions
  - Proactively engage with guests to identify opportunities to enhance their experience
  - Handle guest queries, feedback and complaints professionally, ensuring appropriate and effective service recovery
  - Coordinate special requests, celebrations, VIP arrangements and personalised guest experiences with relevant hotel departments
  - Maintain excellent knowledge of Cape Town attractions, restaurants, activities and cultural experiences to provide informed recommendations
  - Work closely with Front Office, Concierge, Housekeeping and Food & Beverage teams to ensure seamless service across all guest touchpoints
  - Maintain accurate guest profiles, preferences and relevant information to enhance repeat guest experiences
  - Follow up on guest requests and concerns to ensure they have been resolved satisfactorily
  - Identify opportunities to surprise and delight guests through thoughtful, personalised service
  - Maintain the highest standards of professionalism, discretion and guest confidentiality
  - Uphold the hotels service standards and commitment to exceptional hospitality in every interaction

Key Skills

• Genuine passion for hospitality and exceptional guest service
  - Warm, confident and engaging personality
  - Strong interpersonal and communication skills
  - Natural ability to build rapport with guests
  - Attention to detail and personalisation
  - Strong problem-solving and service-recovery skills
  - Excellent organisation and multitasking ability
  - Professionalism and discretion
  - Ability to remain composed under pressure
  - Ability to perform effectively in a fast-paced, guest-focused luxury hotel environment

Why Consider This Opportunity?
This is an opportunity to join an established Cape Town hotel that places exceptional guest experiences at the heart of its operation.
You will become part of a hospitality team focused on creating memorable stays through genuine service, attention to detail and meaningful guest connections.