Hospitality Service Agent

About the role

Mount Nelson, a Belmond hotel in Cape Town, is hiring a Hospitality Service Agent. The role sits on the frontline of luxury hospitality, delivering exceptional customer service through knowledgeable and welcoming interactions with guests from the start of their stay.

Key responsibilities

• Contact guests after booking to confirm reservation details and collect preferences, special occasions, dietary restrictions, allergies and other requests.
• Tailor each guest's stay to their preferences and coordinate with housekeeping, dining, spa and concierge to arrange personalised amenities.
• Oversee the accuracy of reservations in the hotel's system and ensure guest requirements are documented and passed on clearly.
• Help guests plan itineraries, book restaurants and attractions, arrange transport and give recommendations.
• Solicit pre-stay feedback, address concerns early and act as a liaison between guests and staff before arrival.
• Anticipate issues such as room availability and work with management to resolve them proactively.
• Handle reservation bookings for F&B outlets.

Required profile

• Preferred: at least 2 years' experience in a customer service role within the hospitality industry.
• Exceptional written and verbal communication skills.
• A strong sense of empathy and an understanding of luxury service standards.
• Excellent organisational skills and the ability to prioritise under pressure.
• Ability to work collaboratively across teams and handle multiple tasks flexibly.

Required skills

• Proficiency in reservation management software.
• Standard office applications such as Word, Excel and Outlook.

What we offer

• Competitive basic salary.
• Loyalty and recognition rewards programmes.
• Employee assistance and wellness programmes.