Cape Town Region: Guest Relations Officer posted by ITC Hospitality Group

Description ITC Hospitality Group is currently seeking a Guest Relations Officer to join its team across its Cape Town properties. As a Guest Relations Officer, you will play an important role in delivering a seamless and memorable guest experience from arrival through to departure. In this role, you will be responsible for welcoming guests, managing special requests, and ensuring that each guest interaction reflects the brand’s service standards. You will work closely with front office and operational teams to anticipate guest needs, resolve concerns efficiently, and create a warm, personalised experience. A strong focus will be placed on guest satisfaction, online reputation, and attention to detail across all touchpoints. You will also assist in handling guest feedback and reviews, ensuring any issues are addressed promptly and professionally. Your ability to build rapport with guests and remain calm under pressure will be key to success in this role. If you are a friendly, well-presented, and service-driven individual with a passion for hospitality and guest experience, we would love to hear from you! Key Responsibilities Welcome guests and manage smooth check-in and check-out experiences. Respond to guest queries and requests via phone, email, WhatsApp, and in person. Assist with reservations and daily front office operations. Support the Guest Relations Manager with guest arrivals and operational planning. Coordinate with housekeeping and other departments to maintain service standards. Assist guests with basic troubleshooting (Wi-Fi, TV, air-conditioning). Travel/Walk between properties within the Cape Town CBD when required. Requirements 1–2 years’ experience in guest relations or a similar hospitality role. Excellent written and spoken English (additional languages advantageous). Computer literate, including Microsoft Office and hospitality systems (e.g., Nightsbridge). Well-presented, professional, and guest-focused. Strong organisational and multitasking skills. Ability to work in a fast-paced hospitality environment. Benefits Provident Fund contribution Medical Insurance Career growth opportunities within a leading 4 & 5-star hospitality group