Guest Experience Pro: Front Desk & Call Center

Westin Hotels & Resorts; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Learning and development opportunities

Discounts on hotel rooms, food and spa

Wellbeing activities and 360° programs

On Property Café

Medical Aid Company

Provident Fund Company Benefits

Associate Uniform and Laundry service

Employee Well-being Programme

Staff Transport

Job summary

Westin Cape Town is seeking a Guest Experience Expert to deliver outstanding service via telephone and frontline roles. You will manage guest calls, coordinate wake-up and information requests, and contribute to high service standards across Front Office, guest relations, and reception as needed.

With 1–2 years in hotel call centres and proficiency in MS Office and Opera PMS, you’ll join an energetic team. This full-time role requires flexible hours, including weekends and holidays.

Qualifications

• A recognized hospitality qualification would be advantageous.
• At least 1–2 years Call Centre experience within a hotel environment.
• Proficiency in Microsoft packages (MS Word, Excel, Outlook).
• Working Knowledge in Opera PMS.
• Available to work flexible hours and rostered shifts as required.
• Good telephone etiquette and ability to work under pressure.
• Ability to use initiative and be proactive and self-driven.
• Ability to work without supervision and within a team.
• Ability to manage high workload and attention to detail.

Responsibilities

• Complete all daily duties as set out in departmental duties and requirements.
• Operate telephone switchboard to answer calls and process wake-up and guest requests.
• Provide information on room features, amenities, and local areas of interest.
• Assist guests with internet access and ensure messages are relayed promptly.
• Log and follow up on guest requests to ensure satisfaction.
• Fulfill dual function across Front Office: guest relations and receptionist duties as required.

Skills

Call centre experience

Microsoft Office

Opera PMS

Education

Hospitality qualification

Job description

Westin Cape Town is seeking a Guest Experience Expert to deliver outstanding service via telephone and frontline roles. You will manage guest calls, coordinate wake-up and information requests, and contribute to high service standards across Front Office, guest relations, and reception as needed.

With 1–2 years in hotel call centres and proficiency in MS Office and Opera PMS, you’ll join an energetic team. This full-time role requires flexible hours, including weekends and holidays.