The President Hotel has a long and interesting history that can be traced back to the very beginnings of the areas now known as Bantry Bay and Sea Point. A hotel has stood on the site for some 150 years, and before that, the Society House - the first substantial building in the area - stood on this portion of land that once stretched down to the sea and up the slopes of Lion’s Head to Kloof Road.
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
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