Guest Experience Specialist - Front Desk & Calls

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

Benefits offered by this job

Learning & development opportunities

Hotel discounts on rooms, F&B and spa

Wellbeing and sustainability programs

On Property Café

Medical Aid

Provident Fund

Uniform and Laundry service

Employee Well-being Programme

Staff Transport

Job summary

Westin Cape Town is seeking a Guest Experience Expert to manage high-volume guest calls, provide exceptional service, and support front office duties. The role requires a positive attitude, strong communication, and the ability to work flexible shifts including weekends and public holidays.

Reporting to the Front Office Manager, you will ensure timely responses, accurate messages, and proactive guest relations while maintaining Marriott policies and standards.

Qualifications

• Hospitality qualification preferred
• 1–2 years Call Centre experience within a hotel
• Proficiency in MS Word, Excel, Outlook
• Working knowledge of Opera PMS
• Flexible hours and rostered shifts
• Good telephone etiquette
• Ability to work under pressure
• Self-driven and proactive
• Team player
• Ability to handle high volume workload

Responsibilities

• Answer telephone calls and manage switchboard operations
• Handle guest wake-up calls and messages accurately
• Provide information on room features and local areas
• Assist guests with internet access and basic IT needs
• Log and follow up on guest requests to satisfaction
• Update guest profiles and loyalty information
• Coordinate with Front Office and other departments as required
• Fulfill guest relations and receptionist duties as needed
• Support group and event logistics when required
• Maintain high standards of customer service during peak times

Skills

Customer service

Call center experience

Telephone etiquette

Teamwork

Pressure handling

Education

Hospitality qualification

Tools

Opera PMS

MS Word

MS Excel

Outlook

Job description

Westin Cape Town is seeking a Guest Experience Expert to manage high-volume guest calls, provide exceptional service, and support front office duties. The role requires a positive attitude, strong communication, and the ability to work flexible shifts including weekends and public holidays.

Reporting to the Front Office Manager, you will ensure timely responses, accurate messages, and proactive guest relations while maintaining Marriott policies and standards.