Hotel Guest Experience Host (Hotel Guest Relations Agent)

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

POSITION INFO:

At The President Hotel, exceptional guest service extends beyond rooms, restaurants, and facilities. Our Guest Experience function plays a vital role in delivering structured, personalised hotel service that shapes how guests experience their stay from arrival through to departure.

As the hotel continues its journey toward luxury, we are seeking an experienced Hotel Guest Experience Host also known as a Hotel Guest Relations Agent with proven experience in a hotel front-of-house environment, strong operational awareness, and a natural ability to engage guests while supporting smooth daily hotel operations.

This role is suited to a hospitality professional who understands hotel workflows, guest profiling, and system-driven service delivery within a busy, high-volume hotel environment. Hotel experience is essential for this role.

Minimum Requirements

• Matric Certificate (Grade 12)
• Hospitality qualification or diploma (advantageous)
• Minimum 2–3 years’ experience in a guest-facing role within a hotel environment
• Experience using OPERA PMS or a similar hotel property management system
• Experience working within a 4 or 5-star hotel environment
• Strong knowledge of Cape Town and Western Cape attractions
• Excellent verbal and written communication skills
• Professional, flexible, and detail-oriented approach
• Ability to work shifts, weekends, and public holidays
• CV must be fully updated prior to submission

Key Responsibilities

Guest Interaction & Hosting

• Deliver a structured and personalised guest experience aligned with hotel service standards
• Build rapport with guests by recognising preferences, repeat stays, and special occasions
• Handle guest requests efficiently, professionally, and within operational guidelines

Lobby & Public Area Presence

• Maintain a visible, professional presence in the lobby and key public areas
• Monitor ambience, presentation, music, and cleanliness in line with hotel standards
• Act as a brand representative and first point of guest engagement within the hotel

VIP & Group Coordination

• Personally welcome VIPs, groups, and crew arrivals in coordination with Front Office
• Support tailored check-ins, room allocations, and personalised guest arrangements
• Assist with room drops, turndowns, and special requests where required

Guest Profiling & Communication

• Maintain accurate guest profiles, preferences, and service notes
• Coordinate pre-arrival communication and post-departure follow-ups
• Ensure relevant guest information is communicated to operational departments

Requests & Complaints Management

• Respond promptly to guest requests, concerns, and service recovery situations
• Escalate matters appropriately and follow up to ensure guest satisfaction
• Maintain clear records of guest interactions and resolutions

Travel Desk & Experience Coordination

• Liaise with approved travel partners to arrange tours, transfers, and experiences
• Provide accurate destination knowledge and hotel-aligned recommendations
• Maintain daily records, confirmations, and partner communication

Operational Support

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

Key Skills & Attributes

• Hotel-trained, guest-focused service approach
• Confident, professional communication style
• Calm, adaptable, and solutions-driven under pressure
• High attention to detail across the guest journey
• Strong interpersonal awareness and cultural sensitivity
• Professional presentation and conduct

Why Work With Us

• Be part of a hotel committed to sincere, memorable hospitality
• Work in a structured, guest-facing role within a luxury-focused environment
• Supportive and professional team culture
• Opportunity to grow within a leading Cape Town hotel
• Competitive salary and employee benefits, including:

Recruitment is aligned with the company’s Employment Equity Plan.