Guest Liaison - Cape Town

About the role

Cape Grace, a Fairmont managed hotel, is looking for a Guest Liaison in Cape Town. This is a multi-skilled role combining front office and food and beverage duties, based in the lobby and open 24 hours a day, 7 days a week. You act as an ambassador for the hotel and its brand, welcoming guests, resolving requests and complaints, and ensuring their stay is memorable.

Key responsibilities

• Welcome guests, foster customer loyalty and ensure every guest is offered the ACCOR All Loyalty programme in line with hotel standards.
• Check guests in and out in compliance with internal procedures, prepare city ledgers and handle guest billing and accounts, including foreign exchange, paid-outs, cash advances and tax invoices.
• Handle guest complaints, facilitate payments at check-in and check-out, and assist with courier and parcel services when the concierge is absent.
• Work in the breakfast, bar, lunch and dinner outlets when required, and support the Reservations and Back Office teams.
• Prepare guest arrivals for the next day, give guests an overview of hotel facilities, and book restaurants and online services such as Table Mountain and Robben Island tickets.
• Manage wastage at the reception desk, perform fraud checks on credit card payments, record void transactions and promote all revenue outlets.
• Follow up on daily tasks such as payment queries, prepare traces and alerts for future bookings, and coordinate luggage collection at checkout.
• Maintain standard operating procedures, train new staff, and respect HACCP, security and environmental regulations.

Required profile

• Proficiency in written and spoken English.
• Outstanding communication and interpersonal skills, with the ability to work under pressure and anticipate guest needs.
• Experience in the hospitality and tourism industry is preferable; previous experience is advantageous.
• Only South African citizens, permanent residents or people with valid work authorisation in South Africa will be considered; work visas are not sponsored.

Required skills

• Property management systems, including Opera Cloud and Midas.
• Office suite (Word, Excel and PowerPoint).
• Basic reservations knowledge and good general knowledge of the front office department.