South Africa: Hotel Guest Experience Host (Hotel Guest Relations Agent) posted by President Hotels

About the Role

The President Hotel is seeking an experienced Hotel Guest Experience Host (Hotel Guest Relations Agent) to deliver exceptional guest service and support smooth daily hotel operations. As a key member of our Guest Experience function, you will play a vital role in shaping 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
• 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
• 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
• 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
• 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
• 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
• 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 2–3 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

Qualifications

• Formal education/certifications are not required for this role.

Salary & Benefits

Salary details are not specified in the original job description.