Guest Experience Expert – Cape Town Hotel

About the role

The Guest Experience Expert creates memorable, seamless stays for hotel guests by handling check‑ins, addressing requests, and delivering local recommendations. The role requires a proactive, hands‑on approach while maintaining safety, security and service standards.

Key responsibilities

• Follow property emergency procedures, report incidents, and ensure a safe environment for guests and staff.
• Greet guests, respond to inquiries, resolve issues using brand processes, and provide personalized local area recommendations.
• Manage check‑in and check‑out operations, verify reservations in PMS (Fidelio, OPERA), handle payments and room key issuance.
• Process cash, credit‑card and other payments, balance the bank at shift start/end, and follow accounting procedures.
• Run daily reports, record special requests, and maintain accurate shift logs.
• Coordinate guest services such as transportation, technology assistance, and VIP/concierge requests.

Required profile

• Ability to stand, walk or sit for extended periods and lift objects up to 10 lb without assistance.
• Professional appearance, confidentiality, and adherence to company policies.
• Strong teamwork orientation and ability to support co‑workers across departments.

Required skills

• Proficiency with property management systems (e.g., Fidelio, OPERA).
• Experience using point‑of‑sale and cash‑handling procedures.
• Basic troubleshooting of public‑area technology (TVs, internet, etc.).