Guest Experience Agent

SUMMARY:
Key point of contact for guests and helping to create a seamless, personalised experience.

POSITION INFO:

Because every exceptional stay begins with a warm welcome and a host who truly cares.

Perched above the Atlantic Ocean in Bantry Bay, The President Hotel is one of Cape Town’s most loved destinations, where guests return for genuine hospitality, personalised experiences and unforgettable moments.

As we continue our journey toward luxury, every guest interaction becomes an opportunity to exceed expectations. We are looking for a warm, engaging and guest-focused Hotel Guest Experience Agent with a minimum of 2 years’ relevant guest relations or front-of-house experience, ideally within a busy 4-star or 5-star hotel environment.

If you have a natural ability to connect with people, take pride in creating personalised experiences and know how to turn an ordinary hotel stay into something memorable, this opportunity is for you.

Minimum Requirements

• Minimum 2 years’ guest relations or front-of-house experience within a 4-star or 5-star hotel environment
• Diploma or certificate in Hospitality Management advantageous
• Strong knowledge of guest relations, VIP hosting and complaint handling
• Proficiency in Opera PMS and Microsoft Office
• Experience working with guest profiles, preferences and special requests
• Excellent interpersonal and communication skills with a genuine guest-centric approach
• Confident in engaging with guests from diverse backgrounds and cultures
• Professional, well-groomed and confident when interacting with VIP and high-profile guests
• Strong organisational, multitasking and problem-solving skills
• Ability to remain calm, professional and solutions-focused when handling challenging guest situations
• Strong knowledge of Cape Town, including attractions, restaurants, activities and cultural experiences
• Ability to work effectively as part of a busy Front Office and Guest Experience team
• Ability to work shifts, evenings, weekends and public holidays
• South African citizen with a valid South African ID
• A fully updated CV with a professional, recent profile image and contactable reference details is essential

What You’ll Be Doing

• Acting as a key point of contact for guests and helping to create a seamless, personalised experience from arrival through to departure
• Welcoming guests warmly and creating a positive first impression of The President Hotel
• Engaging with guests throughout their stay and proactively identifying opportunities to enhance their experience
• Anticipating guest needs and providing personalised assistance, recommendations and solutions
• Recognising and welcoming repeat guests while using known preferences to personalise their stay
• Supporting the hosting and management of VIPs, special guests and high-profile visitors
• Coordinating special requests, celebrations, birthdays, anniversaries and VIP arrangements with relevant hotel departments
• Handling guest queries, feedback and complaints professionally and efficiently
• Taking ownership of guest concerns and supporting effective service recovery to achieve the best possible outcome
• Maintaining accurate guest profiles, preferences, requests and relevant information within hotel systems
• Sharing your knowledge of Cape Town attractions, restaurants, activities and cultural experiences to help guests make the most of their stay
• Working closely with Front Office, Concierge, Housekeeping, F&B and other operational departments to ensure guest requests are delivered seamlessly
• Following up on guest requests and concerns to ensure they have been resolved to the guest’s satisfaction
• Identifying opportunities to surprise and delight guests through thoughtful and personalised touches
• Maintaining exceptional presentation, communication and service standards throughout every shift
• Upholding The President Hotel’s brand values and commitment to service excellence in every guest interaction

Why Join The President Hotel

• Be part of Cape Town’s Most Loved Hotel
• Work in a dynamic, high-volume 349-room hotel environment
• Build meaningful connections with guests from South Africa and around the world
• Gain exposure to VIP hosting, personalised guest experiences and service recovery
• Work closely with multiple operational departments and broaden your hospitality experience
• Develop your guest relations and luxury hospitality skills as we continue to elevate our service standards
• Play an important role in our exciting journey toward luxury
• Work alongside passionate hospitality professionals who believe in creating memorable guest experiences
• Enjoy a competitive salary, company contributions toward medical aid and provident fund, staff meals on duty and an outstanding team culture