Hotel Guest Experience Agent

SUMMARY:
We are recruiting an experienced Guest Experience Host / Guest Relations Agent for a prestigious luxury hotel in Cape Town.
Candidates must have proven guest relations experience within a 4- or 5-star hotel, with excellent communication skills and a passion for delivering personalised, memorable guest experiences.
Previous luxury hotel guest relations experience is essential.

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