Guest Experience Host

The President Hotel; Wes-Kaap; On-site; ZAR 180,000 - 280,000; Full time

Benefits offered by this job

Competitive salary

Medical aid contributions

Provident fund

Staff meals on duty

Outstanding team culture

Job summary

The President Hotel in Cape Town seeks a guest relations professional to create personalised experiences from arrival to departure. You will welcome guests warmly, anticipate needs and coordinate VIP arrangements with relevant departments.

With at least 2 years in luxury hotel front-of-house, you will leverage Opera PMS and Microsoft Office, maintain guest profiles, and uphold brand standards while engaging confidently with diverse guests.

Qualifications

• 2+ years in guest relations/front-of-house in luxury hotels.
• Diploma/certificate in Hospitality Management is advantageous.
• Strong knowledge of guest relations, VIP hosting and complaints.
• Proficient with Opera PMS and Microsoft Office.
• Experience with guest profiles, preferences and requests.
• Excellent interpersonal and guest-centric communication.
• Confident with diverse guests and cultures.
• Professional, well-groomed and dependable with VIPs.
• Excellent organization and multitasking abilities.
• Calm, solutions-focused under guest pressure.
• Well-versed in Cape Town attractions and experiences.
• Able to work in busy Front Office and Guest Experience teams.
• Willing to work shifts, evenings, weekends and public holidays.

Responsibilities

• Act as key contact for guests and craft seamless, personalised experiences from arrival to departure.
• Welcome guests warmly and create a positive first impression of The President Hotel.
• Engage with guests throughout stay and identify opportunities to enhance experiences.
• Anticipate needs and provide personalised assistance, recommendations and solutions.
• Recognise repeat guests and use preferences to personalise stays.
• Support VIP hosting and management of high-profile visitors.
• Coordinate special requests, celebrations and VIP arrangements with departments.
• Handle queries, feedback and complaints professionally and efficiently.
• Own guest concerns and support effective service recovery.
• Maintain accurate guest profiles and preferences in hotel systems.
• Share knowledge on Cape Town attractions to help guests enjoy their stay.
• Collaborate with Front Office, Concierge, Housekeeping, F&B and others to fulfil requests.
• Follow up on requests to ensure guest satisfaction and timely resolution.
• Identify opportunities to surprise guests with thoughtful touches and personalisation.
• Maintain presentation, communication and service standards across shifts.
• Uphold The President Hotel’s brand values and service excellence.

Skills

Guest relations

VIP hosting

Complaint handling

Opera PMS

Microsoft Office

Guest profiling

Interpersonal skills

Cultural awareness

Attention to detail

Team collaboration

Education

Diploma in Hospitality Management

Tools

Opera PMS

Microsoft Office

Job description

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
• 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

Why Join The President Hotel

• Be part of Cape Town's Most Loved Hotel
• Work in a dynamic, high-volume 349-room hotel environment
• Build meaningful connections with guests from South Africa and around the world
• Gain exposure to VIP hosting, personalised guest experiences and service recovery
• Work closely with multiple operational departments and broaden your hospitality experience
• Develop your guest relations and luxury hospitality skills as we continue to elevate our service standards
• Play an important role in our exciting journey toward luxury
• Work alongside passionate hospitality professionals who believe in creating memorable guest experiences
• Enjoy a competitive salary, company contributions toward medical aid and provident fund, staff meals on duty and an outstanding team culture