South Africa: Hotel Guest Experience Host (Hotel Guest Relations Agent)

About the Role

The President Hotel is seeking an experienced Hotel Guest Experience Host (also known as a Hotel Guest Relations Agent) to join our team. As a key member of our Guest Experience function, you will play a vital role in delivering structured, personalised hotel service that shapes how guests experience their stay from arrival through to departure.

Key Responsibilities

• 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, professionally, and 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 within the hotel
• 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, confirmations, 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

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

Qualifications

• (No qualifications mentioned in the original job description)

Salary & Benefits

• Competitive salary and employee benefits, including: Recruitment is aligned with the company’s Employment Equity Plan.