Hospitality Service Agent at Belmond Mount Nelson Hotel

Primary Responsibilities Include:

• Reach out to guests after booking to confirm reservations details and gather additional information regarding preferences, special occasions, dietary restrictions, allergies or any other specific requests they may have.  
• Use collected information to tailor each guest’s stay according to their preferences.
• Coordinate with various hotel departments such as housekeeping, dining, spa services and concierge to prepare personalised amenities and arrangements.
• Oversee the accuracy of reservations in the hotel’s system.
• Ensure all guest requirements are documented clearly and communicated effectively to relevant departments.
• Offer assistance with planning itineraries, making reservations for restaurants or local attractions, arranging transportation and providing recommendations that align with guest interest.
• Solicit pr-stay feedback on guests’ expectations to refine experience offerings continuously.
• Address any concerns or special requirements ahead of time.
• Act as a liaison between guests and hotel staff before arrival.
• Ensure smooth communication channels are maintained so that updates or changes can be relayed promptly.
• Anticipate potential issues or conflicts regarding guest preferences or room availability, work proactively with management to resolve these before they impact the guest experience.
• Responsible for Reservation Booking for F&B Outlets.

Requirements

What You Bring:

• A minimum of 2 years’ experience in a customer service role within the hospitality industry is preferred.
• Exceptional written and verbal communication skills.
• Proficiency in using reservation management software as well standard office applications such Word, Excel, Outlook etc.
• A strong sense of empathy combined with an understanding of luxury service standards.
• Excellent organisational skills with an ability to prioritise tasks effectively under pressure.
• Ability to work collaboratively across teams and departments.
• Flexibility in handling multiple tasks in a dynamic environment.

Benefits

What We Offer:

At Mount Nelson, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:

• Competitive basic salary
• Loyalty and recognition rewards programs
• Employee Assistance & Wellness programs