Luxury Guest Experience Specialist

The President Hotel; Cape Town; On-site; ZAR 201,000 - 290,000; Full time

Benefits offered by this job

Competitive salary

Medical aid contributions

Provident fund

Staff meals on duty

Team culture

Job summary

The President Hotel in Cape Town invites applications for a warm, engaging and guest-focused Hotel Guest Experience Agent with a minimum of 2 years in guest relations or front-of-house. You will welcome guests, handle VIP hosting, and deliver personalised experiences to ensure memorable stays.

Join a busy 4- or 5-star hotel environment, work shifts including evenings and weekends, and contribute to exceptional service while leveraging Opera PMS and Microsoft Office to manage guest profiles and

Qualifications

• Minimum 2 years' guest relations or front-of-house experience within a 4- or 5-star hotel
• 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 managing guest profiles, preferences and special requests
• Excellent interpersonal and communication skills with a guest-centric approach
• Confident engaging with guests from diverse backgrounds

Responsibilities

• Act as key point of contact for guests to create a seamless, personalised experience from arrival to departure
• Welcoming guests warmly and creating a positive first impression
• Engage with guests throughout their stay and proactively enhance their experience
• Anticipate guest needs and provide personalised assistance and recommendations
• Recognise repeat guests and personalise their stay using known preferences
• Support hosting of VIPs and high-profile visitors
• Coordinate special requests with hotel departments
• Handle guest queries, feedback and complaints professionally
• Own guest concerns and support effective service recovery
• Maintain accurate guest profiles and preferences in hotel systems
• Share knowledge of Cape Town attractions to help guests make the most of their stay
• Work with Front Office, Concierge, Housekeeping and F&B to deliver requests
• Follow up on guest requests to ensure satisfaction
• Identify opportunities to pleasantly surprise guests
• Maintain high presentation, communication and service standards
• Uphold The President Hotel's brand values in every interaction

Skills

Guest relations

Front of house

VIP hosting

Communication skills

Cape Town knowledge

Problem solving

Calm under pressure

Education

Diploma or certificate in Hospitality Management

Tools

Opera PMS

Microsoft Office

Job description

The President Hotel in Cape Town invites applications for a warm, engaging and guest-focused Hotel Guest Experience Agent with a minimum of 2 years in guest relations or front-of-house. You will welcome guests, handle VIP hosting, and deliver personalised experiences to ensure memorable stays.

Join a busy 4- or 5-star hotel environment, work shifts including evenings and weekends, and contribute to exceptional service while leveraging Opera PMS and Microsoft Office to manage guest profiles and