Cape Town: Guest Experience Host (Guest Relations Agent) posted by HotelJobs

If your idea of a great shift includes welcoming guests by name, anticipating needs before they are spoken, and turning ordinary stays into memorable moments, keep reading. With its iconic oceanfront setting, vibrant social spaces, and reputation as one of Cape Towns most loved hotels, The President Hotel is on an exciting journey toward luxury. As we continue to evolve the guest experience, every interaction matters. Our Guest Experience function plays a vital role in shaping how guests feel about their stay from arrival through to departure. At The President Hotel, Guest Experience is about more than a warm smile. It is structured, system-driven service delivery within a busy, high-volume 349-room hotel environment. This role sits right at the heart of that journey. You will feel right at home in this role if you bring proven experience in a hotel front-of-house environment, understand guest profiling and hotel workflows, and thrive in a structured, operationally focused hospitality setting. Hotel experience is essential for this role. Minimum Requirements Matric Certificate (Grade 12) Hospitality qualification or diploma (advantageous) Minimum 23 years experience in a guest-facing role within a hotel environment Experience using OPERA PMS or a similar hotel property management system Experience working within a 4 or 5-star hotel environment Strong knowledge of Cape Town and Western Cape attractions Excellent verbal and written communication skills Professional; flexible, and detail-oriented approach Ability to work shifts, weekends, and public holidays CV must be fully updated prior to submission Key Responsibilities Guest Interaction & Hosting Deliver a structured and personalised guest experience aligned with hotel service standards. Build rapport with guests by recognising preferences, repeat stays, and special occasions. Handle guest requests efficiently and professionally within operational guidelines. Lobby & Public Area Presence Maintain a visible, professional presence in the lobby and key public areas. Monitor ambience, presentation, music, and cleanliness in line with hotel standards. Act as a brand representative and first point of guest engagement. VIP & Group Coordination Personally welcome VIPs, groups, and crew arrivals in coordination with Front Office. Support tailored check-ins, room allocations, and personalised guest arrangements. Assist with room drops, turndowns, and special requests where required. Guest Profiling & Communication Maintain accurate guest profiles, preferences, and service notes. Coordinate pre-arrival communication and post-departure follow-ups. Ensure relevant guest information is communicated to operational departments. Requests & Complaints Management Respond promptly to guest requests, concerns, and service recovery situations. Escalate matters appropriately and follow up to ensure guest satisfaction. Maintain clear records of guest interactions and resolutions. Travel Desk & Experience Coordination Liaise with approved travel partners to arrange tours, transfers, and experiences. Provide accurate destination knowledge and hotel-aligned recommendations. Maintain daily records and partner communication. Operational Support Support Front Office and Guest Experience operations using OPERA PMS. Assist with check-ins, check-outs, room allocations, and reporting when required. Maintain clear communication and handovers with the Guest Experience Manager and team. Key Skills & Attributes Hotel-trained; guest-focused service approach Confident and professional communication style Calm; adaptable, and solutions-driven under pressure High attention to detail throughout the guest journey Strong interpersonal awareness and cultural sensitivity Professional presentation and conduct Why Work With Us Be part of a hotel committed to sincere, memorable hospitality Work in a structured, guest-facing role within a luxury-focused environment Supportive and professional team culture Opportunity to grow within a leading Cape Town hotel Competitive salary and employee benefits Recruitment is aligned with the companys Employment Equity Plan. If you do not hear from us within two weeks of the closing date, please consider your application unsuccessful.