Guest Experience Expert (At Your Service Agent)

About the role

The Cape Town EDITION Hotel is seeking a Guest Experience Expert to join its pre‑opening team. You will be the primary point of contact for guests, handling requests and inquiries across multiple channels while ensuring a seamless and memorable stay.

Key responsibilities

• Answer, record and process guest requests via telephone, email, chat and mobile devices.
• Operate the telephone switchboard, manage wake‑up calls and direct calls to the appropriate extensions.
• Log all guest requests in the computer system and coordinate with relevant departments (e.g., Bellperson, Housekeeping) to resolve issues.
• Provide information on room features, hotel amenities and local attractions.
• Process room‑service orders, advise on menu selections and record transactions using the POS system.
• Assist guests with internet access and in‑room entertainment systems.
• Follow all safety, security and company policies, maintain confidentiality and uphold professional appearance standards.

Required profile

• Ability to stand, sit or walk for extended periods and lift objects up to 10 lb without assistance.
• Clear, professional communication skills, including telephone etiquette.
• Capacity to work in a fast‑paced, pre‑opening hotel environment and collaborate with team members.
• Commitment to guest privacy, safety and service excellence.

Required skills

• Experience using a point‑of‑sale (POS) system.
• Proficiency with telephone switchboard operations.
• Basic computer literacy for logging and tracking guest requests.