Guest Experience Agent
  • Cape Town, Western Cape
  • One&Only Cape Town
Job Description

Guest Experience Agent

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Set in the vibrant heart of Cape Town’s waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion

Job Summary

The Guest Service Agents manages efficiently any internal and external calls and emails, as well as acts as a point of liaison between the guests and any other departments of the resort (FO, Hosts, restaurants, housekeeping, maintenance, SPA, activities etc.). They take and enter all guests’ requests and proficiently communicates to the proper departments by radio, ALICE, phone, or email, and monitors the request until proper completion. The Guest Service Agents plays a major role in the pre-arrival journey of our guests by creating any itinerary and making all reservations and booking as per guest’s request according to One&Only Brand standard.

Key Duties and Responsibilities


  • Carries out any assigned task with honesty, transparency, and integrity
  • Maintain polite and professional interpersonal relationship with both colleagues and guests
  • Demonstrate ability to communicate effectively
  • Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
  • Conduct and participate in team meetings and induction of new employees
  • Attend all pre-shift briefings under the supervision of a departmental leader
  • Under the direction of the direct responsible leader, plan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations and proper guest service coverage


  • Act as One&Only brand Ambassador always
  • Adhere of company ethics & antibribery policies
  • Understand, instill, and live the Company Philosophy
  • Ensure compliance with all brand standards, OO markers, quality standards, and SOP
  • Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
  • Demonstrate an ability to maintain confidentiality and privacy


  • Provide close follow-up of each request to ensure all tasks have been completed in a timely manner according to standard
  • Showing a personal interest for each of our guests and an authentic goal of being there in any moment
  • Manage and control efficiently all guest requests and redirect them to the proper departments and colleagues
  • Correctly inform guests about local activities and restaurants according to standards
  • Recommend and schedule restaurant reservations and/or activity bookings for the guests based on their needs and expectations
  • Presents options and alternatives to guests and helps in making choices
  • Create and send accurate itineraries and information to the guests based on their needs and expectations
  • Inform all departments of pre-arrival requests made by the guest through ALICE
  • Manage all pre-arrival and in-house requests of Refreshment Center in ALICE and register guest preferences in SAGA
  • Manage the shipping of every Lost & Found item as well as communicating every valuable found item in guest rooms
  • Follow-up with lost luggage from the airport
  • Coordinate any third-party amenities to be delivered to the guests
  • Schedule and provide wake-up call as per guest request according to standards
  • Respond to guest calls for Guest Service within 5-minutes
  • Answer all guest requests and questions in a friendly and caring manner; provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle
  • Update guest incidents report in ALCIE
  • Ensure all guest preferences and allergies as well as amenities are being updated inside the Guest´s SAGA Profile
  • Manage the personal information of our guests via SAGA
  • Updates in SAGA affiliations or any other important information on guest profiles after arrivals (Reservations department is in charge before guest arrival)
  • Ensures all possible existing profiles are either merged or deleted daily through OPERA and SAGA
  • Ensure efficient communication with your manager and other department to complete any special requests or services required by the guest
  • Monitor the operations through the Rooms Management function in OPERA.
  • Support the Front Office-Concierge when necessary
  • Carefully read the handover to verify pending tasks from previous day and/or shift and to follow up accordingly
  • Offer alternatives with the guest’s best intention in mind and in line with the One&Only Brand
  • Know how to use ALICE systems, GMH Reviewpro, OPERA, Sevenroom/OpenTable and SAGA perfectly to ensure a smooth operation and effective communication
  • Have a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules
  • Have a complete knowledge of the groups in house, pre and post arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informed
  • Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities
  • Always keep an attitude of cooperation and collaboration to ensure the development of the objectives of the hotel and the company and as well as guest’s satisfaction
  • Have a complete knowledge on all food and beverage products available for room delivery
  • Maintain excellent communication between the Connectivity Center and the rest of the departments to ensure the regular update of the information
  • Communicate professionally with our guests via email and ReviewPro Guest Messaging Hub (GMH)
  • Follow-up all GMH Messages in a timely manner and record all requests made through GMH into ALICE
  • Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
  • Modify and communicate the most up-to-date extensions, direct numbers, and fax numbers
  • Handle the perpetual telephone operation for the department using the telephone etiquette established by the resort
  • Wear the uniform provided appropriately, following the grooming and uniforms standards set by the company
  • PPE (Personal Protective Equipment) provided by the Resort must always be used
  • Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed
  • Use the communications tools as per the standard of communication established by the Resort
  • Performs all assigned duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position
  • Adheres to all current and any additional organizational policies and standards
  • Adhere to the tasks delegated by Supervisor / Manager


  • Act as a center of coordination for the Guests as well as the hosts & housekeeping departments to complete any guest’s request and inform any urgent information and last-minute announcements
  • Actively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction
  • Report any guest’s issue to the appropriate department or colleagues through ALICE or phone to provide a prompt and satisfactory response
  • Contact the guest’s prior arrival sharing all important information relevant to the guest stay
  • Ensure special requests are met prior guest arrival
  • Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
  • Support the coordination of guests’ services such as spa appointments, dining reservations or activities bookings, among others
  • Provides helpful, friendly, and prompt personalized telephone service to all guests (external and internal)
  • Provides the Host and/or Runners with information regarding guest's arrival and organizes the distribution of amenities
  • Follow up on guests’ requirements based on Opera/PMS and ALICE information and ensures that runners deliver the proper items in a timely manner
  • Improve guest satisfaction
  • Attending calls within 3 rings with proper greetings
  • Observing proper and professional email and telephone etiquette
  • Consistently improve or quality of service
  • Effective in complaint handling and problem resolution

Skills, Experience, & Educational Requirements

  • Education: High School completed – University Degree optional
  • Minimum Experience: 2 years in same or similar position
  • Computer savvy is highly required
  • Basic understanding of OPERA PMS System, ALICE
  • Other Skills: Organized, multitasking, work well under pressure, mental agility, good interpersonal relationship, analytic, great tone of voice, positive attitude, and customer oriented

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

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