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Guest Experience Agent 
(20524)

 

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 Agent efficiently manages all internal and external calls, emails, and guest requests while acting as the main liaison between guests and resort departments. The role coordinates pre-arrival arrangements, creates itineraries, makes reservations and bookings, and ensures all guest requests are communicated, monitored, and completed according to One&Only Brand Standards. The position requires excellent customer service, communication, multitasking, problem-solving, and proficiency in Microsoft Office, ALICE, Opera Cloud, SAGA, SevenRooms, OpenTable, and ReviewPro Guest Messaging Hub (GMH).

Key Duties & Responsibilities

Development

  • Carry out assigned tasks with honesty, transparency, and integrity.

  • Maintain professional relationships with guests and colleagues.

  • Communicate effectively and support a collaborative team environment.

  • Participate in team meetings, inductions, and pre-shift briefings.

  • Assist with workflow planning and capacity management to ensure optimal guest service coverage.

Product

  • Act as a One&Only Brand Ambassador.

  • Adhere to company ethics, anti-bribery policies, SOPs, quality standards, and brand standards.

  • Maintain confidentiality, workplace discipline, and company philosophy.

Operations

  • Manage, coordinate, and follow up on all guest requests through ALICE, phone, radio, email, and GMH.

  • Create itineraries and arrange restaurant reservations, spa appointments, activities, and transportation.

  • Inform departments of pre-arrival requests and maintain guest preferences, allergies, and profiles in SAGA.

  • Manage Refreshment Centre requests, Lost & Found shipments, airport luggage follow-up, third-party amenities, and wake-up calls.

  • Respond to guest requests within required service standards.

  • Update guest incidents, profiles, affiliations, and room information in OPERA CLOUD and SAGA.

  • Monitor Rooms Management in OPERA and support Front Office/Concierge when required.

  • Maintain accurate handovers and communicate pending tasks.

  • Demonstrate full knowledge of room categories, property facilities, dining venues, events, activities, amenities, and local attractions.

  • Maintain professional communication with guests via telephone, email, and GMH.

  • Follow all operational procedures, communication standards, PPE, grooming, hygiene, safety, and company policies.

Quality

  • Coordinate guest requests between Front Office, Housekeeping, and other departments.

  • Contact guests prior to arrival, ensure special requests are fulfilled, and personalize the guest experience.

  • Support spa, dining, activity, and amenity coordination.

  • Ensure prompt response to guest issues through ALICE or telephone.

  • Deliver exceptional telephone and email etiquette, answer calls within 3 rings, and respond to Guest Service requests within established timeframes.

  • Improve guest satisfaction through effective complaint handling, problem resolution, and personalized service.

Skills, Experience & Educational Requirements

  • Education: High School completed (University Degree optional).

  • Experience: Minimum 2 years in a similar role.

  • Language: English (90% proficiency).

  • Systems: Microsoft Office, OPERA PMS, ALICE, SAGA, SevenRooms, OpenTable, ReviewPro GMH.

  • Key Skills: Organized, multitasking, analytical, customer-oriented, strong interpersonal skills, excellent telephone etiquette, positive attitude, mental agility, and ability to work well under pressure.

 

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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