Guest Experience Agent (PH072)

In brief

Overview The President Hotel is looking for a Guest Experience Agent (PH072) as the company continues its journey toward luxury, where every guest interaction is an opportunity to exceed expectations. The role requires a warm, engaging, and guest-focused individual. What you will do * Act as a key point of contact for guests and help to create a seamless, personalised experience from arrival through to departure * Welcome guests warmly and create a positive first impression of The President Hotel * Engage with guests throughout their stay and proactively identify opportunities to enhance their experience * Anticipate guest needs and provide personalised assistance, recommendations, and solutions * Recognise and welcome repeat guests while using known preferences to personalise their stay * Support the hosting and management of VIPs, special guests, and high-profile visitors * Coordinate special requests, celebrations, birthdays, anniversaries, and VIP arrangements with relevant hotel departments * Handle guest queries, feedback, and complaints professionally and efficiently * Take ownership of guest concerns and support effective service recovery to achieve the best possible outcome * Maintain accurate guest profiles, preferences, requests, and relevant information within hotel systems * Share your knowledge of Cape Town attractions, restaurants, activities, and cultural experiences to help guests make the most of their stay * Work closely with Front Office, Concierge, Housekeeping, F&B, and other operational departments to ensure guest requests are delivered seamlessly * Follow up on guest requests and concerns to ensure they have been resolved to the guest’s satisfaction * Identify opportunities to surprise and delight guests through thoughtful and personalised touches * Maintain exceptional presentation, communication, and service standards throughout every shift * Uphold The President Hotel’s brand values and commitment to service excellence in every guest interaction Requirements (from the original advert) * Minimum 2 years’ guest relations or front-of-house experience within a 4-star or 5-star hotel environment * Diploma or certificate in Hospitality Management advantageous * Strong knowledge of guest relations, VIP hosting and complaint handling * Proficiency in Opera PMS and Microsoft Office * Experience working with guest profiles, preferences and special requests * Excellent interpersonal and communication skills with a genuine guest-centric approach * Confident in engaging with guests from diverse backgrounds and cultures * Professional, well-groomed and confident when interacting with VIP and high-profile guests * Strong organisational, multitasking and problem-solving skills * Ability to remain calm, professional and solutions-focused when handling challenging guest situations * Strong knowledge of Cape Town, including attractions, restaurants, activities and cultural experiences * Ability to work effectively as part of a busy Front Office and Guest Experience team * Ability to work shifts, evenings, weekends and public holidays * South African citizen with a valid South African ID * A fully updated CV with a professional, recent profile image and contactable reference details is essential Who should apply An ideal candidate is a warm, engaging, and guest-focused individual with a natural ability to connect with people, who takes pride in creating personalised experiences and knows how to turn an ordinary hotel stay into something memorable. Deadline 24th October, 2026 Reference Original posting: https://www.myjobmag.co.za/job/guest-experience-agent-ph072-the-president-hotel-1 Source: myjobmag

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At a glance

• Microsoft Office

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