Experience Host

SUMMARY:
Deliver a seamless, personalised guest experience throughout the guest journey.

POSITION INFO:

At The President Hotel, exceptional guest service extends beyond our rooms, restaurants, and facilities. Our Guest Experience function plays a vital role in creating meaningful, personalised interactions that shape how guests feel about their stay from arrival to departure.

As we continue our journey toward luxury, we are seeking a passionate Guest Experience Host who brings warmth, attention to detail, and a genuine love for people. This role is central to delivering memorable experiences, ensuring guests feel welcomed, valued, and cared for at every touchpoint.

This role is ideal for a guest-focused hospitality professional with front-of-house experience, strong communication skills, and a natural ability to connect with guests while supporting smooth hotel operations.

Key Responsibilities

Guest Interaction & Hosting:

• Deliver a seamless, personalised guest experience throughout the guest journey
• Build strong relationships with guests by remembering names, preferences, and special occasions
• Ensure guest requests are handled efficiently, warmly, and professionally

Lobby & Public Area Presence:

• Maintain a visible and welcoming presence in the lobby and public areas
• Monitor ambience, presentation, music, and cleanliness standards
• Act as a brand ambassador and first point of human connection for guests

VIP & Group Coordination:

• Personally welcome VIPs, groups, and crew arrivals
• Support tailored check-ins, room allocations, and personalised guest touches
• Assist with room drops, turndowns, and special arrangements

Guest Profiling & Communication:

• Manage guest profiles, preferences, and communication history
• Coordinate pre-arrival WhatsApp communication and post-departure follow-ups
• Ensure accurate guest information is shared with relevant departments

Requests & Complaints Management:

• Respond promptly to guest requests, complaints, and special requirements
• Ensure effective service recovery and escalate when necessary
• Follow up to confirm guest satisfaction

Travel Desk & Experience Coordination:

• Liaise with travel partners to curate and book tours, transfers, and experiences
• Provide accurate destination advice and recommendations
• Maintain daily records and service provider communication

Operational Support:

• Support Front Office and Guest Experience operations using OPERA
• Assist with check-ins, check-outs, reports, and room allocations
• Maintain clear communication and handovers with the Guest Experience Manager and team

Minimum Requirements

• Matric certificate (Grade 12)
• Hospitality qualification or diploma advantageous
• Minimum 2–3 years’ experience in a guest-facing hospitality role
• Experience using OPERA or a similar PMS
• Strong knowledge of Cape Town and Western Cape attractions
• Excellent interpersonal and communication skills
• Professional, flexible, and detail-oriented approach
• CV must be 100% updated before submission

Key Skills & Attributes

• Strong guest-centric mindset with a passion for personalised service
• Confident, approachable, and professional communicator
• Calm, adaptable, and solutions-driven under pressure
• High attention to detail throughout the guest journey
• Strong cultural awareness and interpersonal skills
• Professional presentation and conduct

Why Work With Us

• Be part of a hotel committed to sincere, memorable hospitality
• Work in a visible, guest-facing role within a luxury-focused environment
• Supportive, values-driven team culture
• Opportunity to grow within a leading Cape Town hotel
• Competitive salary and employee benefits, including:
• Provident fund (50/50 contribution)
• Medical aid contribution

Recruitment is aligned with the company’s Employment Equity Plan.
If you do not hear from us within two weeks of the closing date, please consider your application unsuccessful.