Hotel Guest Experience Agent

SUMMARY:
Position: Guest Experience Host
Location: Cape Town

Hospitality Hire is recruiting a Guest Experience Host, also known as a Guest Relations Agent, for a prestigious luxury hotel in Cape Town.
We are looking for a warm, engaging and guest-focused Guest Experience Host with proven guest relations experience within an established 4- or 5-star hotel environment.
This is a role for someone who genuinely loves working with people, thrives on creating personalised experiences and takes pride in making every guest feel valued, recognised and at home.
As a key member of the guest experience team, you will be highly visible throughout the hotel, building relationships with guests, anticipating their needs and ensuring their experience is seamless from arrival through to departure.
If you are passionate about luxury hospitality, confident in handling guest interactions with professionalism and care, and naturally go the extra mile to create memorable stays, we would love to hear from you.

POSITION INFO:
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

• 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 hotel’s service standards and commitment to exceptional hospitality in every interaction

• 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