Guest Arrival Concierge

Westin Hotels & Resorts; Cape Town; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Westin Hotels & Resorts in Cape Town is seeking a Guest Arrival Expert to guide guests through check-in and check-out, ensuring a memorable first and last impression. You will support arrival and departure experiences, handle requests, and coordinate with departments to deliver seamless service.

The role emphasizes professional appearance, confidentiality, and adherence to brand standards. You’ll engage guests with local recommendations, manage transportation cues, and contribute to a safe,

Responsibilities

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Assist other employees to ensure proper coverage and prompt guest service.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Stay up to date on the local area so that you are prepared to provide specific recommendations for guests.
• Communicate recommendations in a way that builds excitement and interest among guests and associates.
• Perform other reasonable duties as requested.

Job description

Westin Hotels & Resorts in Cape Town is seeking a Guest Arrival Expert to guide guests through check-in and check-out, ensuring a memorable first and last impression. You will support arrival and departure experiences, handle requests, and coordinate with departments to deliver seamless service.

The role emphasizes professional appearance, confidentiality, and adherence to brand standards. You’ll engage guests with local recommendations, manage transportation cues, and contribute to a safe,