Western Cape: Guest Liaison / Concierge Relief posted by Craven Cottage CC

About the Role

We are seeking a highly skilled Guest Liaison / Concierge Relief to join our team at Craven Cottage CC in Cape Town. As a key member of our front-of-house operations, you will be responsible for delivering exceptional personalized service to our discerning international guests from pre-arrival through to departure.

Key Responsibilities

• Deliver warm, intuitive, and highly personalized service from pre-arrival through to departure.
• Maintain exceptional administrative standards, updating reservations, profiles, and guest correspondence accurately and timeously.
• Liaise with guests according to the service, communication, and turnaround standards set out by the Concierge Department.
• Understand guest preferences in advance and ensure these are shared with relevant departments to create tailored experiences.
• Provide informed, up-to-date recommendations on Cape Town’s restaurants, events, exhibitions, cultural highlights, activities, and seasonal happenings.
• Make and manage bookings for dining, tours, activities, transportation, wellness, and special events with efficiency and precision.
• Curate personalized itineraries and offer thoughtful, relevant alternatives when availability changes or guest needs shift.
• Contribute to memorable touches through bespoke amenities, gifting, and tailored surprises based on guest preferences.
• Build and maintain strong relationships with key suppliers, restaurants, guides, and service partners to secure premium access for guests.
• Manage guest requests with professionalism, urgency, and a solutions-oriented mindset.
• Ensure guest profiles in Opera are updated meticulously, including preferences, past experiences, and repeat-stay information.
• Support front-of-house and concierge operations seamlessly, always upholding world-class service standards.

Requirements

• Grade 12
• A formal hospitality qualification
• Proven concierge experience within a luxury 5* hospitality environment
• Strong computer literacy (Opera, MICROS/POS, Word, Excel)
• Excellent administrative skills, with strong accuracy, organization, and follow-through
• Deep knowledge of Cape Town’s dining, culture, arts, events, exhibitions, wine regions, and activities
• Naturally anticipatory – able to understand guests’ needs instinctively and deliver unique recommendations and relevant alternatives
• Warm, articulate communicator with confidence engaging discerning international guests
• Highly organized with exceptional attention to detail and the ability to multitask under pressure
• Sophisticated, polished, and impeccably presented
• Strong people skills with a passion for personalised hospitality
• Fluent in spoken and written English; additional languages are an advantage

Salary & Benefits

Not specified