Guest Services Agent

4 weeks ago

Cape Town, South Africa Belmond Management Full time

As a Guest Services Agent at Mount Nelson, A Belmond Hotel, you are on the frontlines of providing exceptional luxury hospitality experiences through knowledgeable and welcoming interactions with guests. In this role, you will make an impact by providing exceptional customer service. If you’re looking to develop your skills and be part of the future of luxury, this is your moment.

**Primary Responsibilities Include**:

- Serve as the primary point of contact to ensure personalised, prompt and flawless service to all guests throughout their stay
- Provide accurate information to guests in a courteous manner; fill all reasonable guests requests and requirements; and anticipates guests needs to exceed expectations
- Ensure that assistance is being provided at all times to guests by making reservations, booking tours, checking guests in online for their flights etc.
- Handle all guests’ requests, queries, comments and complaints in a courteous and prompt manner, taking the necessary action and ensuring follow-through where required.
- Provide information about hotel amenities and promote hotel services.
- Anticipate guest needs and build rapport with guests.
- Handle incoming and outgoing mail packages and faxes.
- Stay self-informed on what activities are available in the city and surrounds; i.e. theatre, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc. and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc. for guests.
- Keep management well informed of any guest’s concerns or complaints, and the action taken.
- Assist in the reconciliation of charges originating from the Concierge Desk (i.e., limousines, car rentals, flowers, tours etc).
- Work closely with the Porters to ensure the smooth handling of guests and customer vehicles.

**Requirements**:
**What You Bring**:

- Diploma / Degree from a reputable hotel school.
- 1 to 2 years’ experience in Guest Services or similar role within a luxury hotel environment.
- Experience with hotel reservations software - advantageous.
- Strong verbal and written communication skills.
- Good organisational skills.
- Proficient in MS Office
- Excellent customer service skills.
- Time Management skills.

**Benefits**

**What We Offer**:
At Mount Nelson, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:

- Competitive basic salary and benefits
- Loyalty and recognition rewards programs
- Employee Assistance & Wellness programs

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.

**Location**:

- South Africa, Cape Town

Department:

- Front Office & Guest Relations

Employment type:

- Full-time

Experience:

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