Guest Experience Agent

**The Role**:
Charles Hope SA is looking for a dynamic Guest Experience Night Shift Agent to join its growing team.

The Guest Experience Agent will play a key part in our day-to-day operations; you will be coordinating the whole customer journey from the online pre-checking process to the guest departure, while answering guests queries remotely throughout 15 different markets and ensuring exceptional service is delivered at all times. Although this is a Fixed-Term Role, the status maybe reviewed after 3 months, resulting into a possible permanent position.

**Responsibilities**:

- Offer a warm welcome to our guests, from our pre-checking process to departure while providing reliable information and support services throughout their experience with us.
- Liaise with clients to ensure that accurate details for each reservation are obtained
- Take ownership in managing guest expectations by constantly seeking opportunities to personalize with the guests’ needs, travel purposes, plans, etc.
- Be pro-active in the learning and development of administrative tasks, procedures, processes and standards and ensure correct practice
- Ensure that all set shift tasks are carried out according to the required standard and take responsibility in providing full handovers to all relevant parties/ shifts.
- Upsell stay enhancements.
- Promoting internal sales campaigns to customers
- Identify business customers and communicate leads to the sales team
- Processing payments and sending confirmation details to customers.
- Resolving any issues that may arise with bookings or reservations.
- Provide information on all our properties and local knowledge in each of our markets.
- Actively consider prevention, recovery, and investigation of any complaints

**Skills**:

- Previous experience in the customer service sector
- Knowledge of Elina or Hospitality Property Management System is desirable, otherwise training will be provided
- Proficient level of IT systems
- Proven track record of performance with processes and STRONG administration skills.
- Extremely detail oriented - Commitment to follow through and to work independently on a case load.
- Must have the ability to solve problems, offer solutions, think logically and have a quick and retentive memory.
- Well Organized - Ability to perform in a fast-paced dynamic work environment while maintaining a positive teamwork attitude.
- Must possess a sense of urgency, to understand the need of a customer and company and be able to communicate various issues.
- Must be a flexible, self-starting and self-managing person.
- Must have strong organizational skills and have the ability to handle multiple tasks, respond quickly and efficiently, and keep situations under control.
- Show willingness and aptitude to take appropriate steps in finding solutions to problems.
- Takes on additional responsibility when both big and small tasks need to be done.

**About Charles Hope**:
Charles Hope Apartments was founded in 2016 with one ambition and one simple goal: To provide quality serviced apartments in great locations and deliver service excellence to all customers. This is not only by our team but also by our technology.

Starting in the South of England we now have over 300 premium serviced apartments spanning the length and breadth of the UK. Internationally we have expanded into the Nordics and Asia and won't be stopping there

**Job Types**: Full-time, Temp to perm
Contract length: 3 months

Pay: From R254 400,00 per year

Application Question(s):

- Are you able to work Night Shift?

**Language**:

- English (required)

**Location**:

- Cape Town, Western Cape (required)