Guest Service Team Leader

About the role

The Guest Service Team Leader oversees daily Guest Services operations at One&Only Cape Town, ensuring every guest receives warm, personalised, and anticipatory service. Reporting to Front Office Management, the role blends leadership, operational excellence, and a passion for luxury hospitality.

Key responsibilities

• Manage the flow of guest inquiries and direct guests within the lobby.
• Support tracking, escalation, and resolution of service issues.
• Monitor guest feedback and drive continuous service improvements.
• Lead, coach, and mentor the Guest Services team, fostering a collaborative and accountable environment.
• Maintain luxury service standards, policies, and procedures.
• Identify revenue‑enhancing opportunities through guest recognition initiatives.

Required profile

• Proven experience in guest services within a high‑quality luxury resort.
• Strong leadership and people‑development skills.
• Excellent communication and problem‑solving abilities.
• Ability to work under pressure while maintaining a warm, professional demeanor.

Required skills

What we offer

• Opportunity to work in a world‑class luxury hotel on Cape Town’s vibrant waterfront.
• Dynamic, supportive team culture focused on creativity and excellence.
• Professional development and career progression within a global hospitality brand.