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Guest Experience Team Leader 
(20906)

 

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 Experience Team Leader is a key support to the Host Team and Connectivity Center, responsible for anticipating guest needs and ensuring personalized, seamless, and memorable experiences throughout the guest journey.

The role focuses on researching and maintaining accurate guest profiles, preferences, allergies, celebrations, VIP information, and other relevant details in SAGA and OPERA, and ensuring this information is effectively communicated to the appropriate departments. The position coordinates guest amenities, special occasions, VIP arrangements, and personalized touches in collaboration with the Host Team, Housekeeping, Front Office, Connectivity Center, and other resort departments.

The Guest Experience Team Leader manages and follows up on guest requests, supports arrivals and departures, assists Front Office and Host Teams when required, and ensures effective communication and timely resolution of guest needs. The position is also responsible for preparing and distributing VIP reports, maintaining accurate system information, and ensuring all guest requests and amenities are properly recorded in ALICE and/or SAGA.

The role requires excellent knowledge of the resort, including room categories, facilities, activities, amenities, events, local attractions, and culture, as well as strong working knowledge of ALICE, GMH, OPERA, OpenTable/SevenRooms, and SAGA.

The Guest Experience Team Leader actively contributes to guest satisfaction by identifying opportunities to personalize the guest experience, handling concerns and complaints professionally, monitoring guest feedback and ReviewPro results, and continuously seeking opportunities to improve service quality.

The position works closely with the Guest Experience Manager and Host Team Leadership, supporting departmental administration, daily operations, team communication, and workflow as required. The Guest Experience Team Leader leads by example, maintains the highest standards of professionalism, confidentiality, integrity, and service, and remains flexible in supporting the operational needs of the resort.

OVERALL PURPOSE

The Guest Experience Team Leader ensures that guest information is transformed into thoughtful actions, personalized amenities, and exceptional experiences. Through anticipation, attention to detail, creativity, communication, and strong follow-through, the role contributes to creating memorable and lasting guest experiences from pre-arrival through departure.

 

Skills, Experience, & Educational Requirements

  • Education: High School completed – University Degree optional

  • Language(s)

    • Language: English (90%)

  • Education Level: Bachelor in Hotel Management or Technical or General Administration

  • Experience in the tourism sector at least 2 years. Preferably have knowledge Concierge, Front Desk

  • Excellent verbal and written communication

  • Detailed and Service oriented

  • Intermediate/Advanced computer skills

  • Knowledge of Opera PMS

  • ALICE platform knowledge is desired, but not required

  • General knowledge of MS Office (Word, Excel, Power Point, Outlook, Publisher, and Internet)

  • Knowledge management databases

  • Abid multitasker and capable of working under pressure

  • Outstanding communication and interpersonal skills

  • Excellent organizational skills

  • Leadership skills with a problem-solving ability

  • Team player oriented

  • Reliable and result driven

  • Ability to spend long hours standing up

 

 

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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