SUMMARY:
Create memorable, personalized guest experiences with warmth and pride.
POSITION INFO:
Position Summary
The Experience Host is responsible for ensuring an overall seamless guest experience at the hotel. The incumbent is ultimately responsible for ensuring that all guests’ expectations are met and surpassed. Guest interaction must be warm and engaging and all reasonable requests honoured. A good relationship is to be built and guest’s names remembered so that they are addressed by name when seeing them. The President is Cape Town’s most loved hotel, and we want to share our pride and passion of the best of our hometown.
The President Hotel is a genuine representation of the best of Cape Town with an incredible location and views. We make Cape Town accessible for our guests to collect memories, inspirational moments, extraordinary experiences, and step into the “experiences cape”. The Experience Host is responsible for creating and inspiring memorable experiences at The President.
Key Responsibilities:
• Strong multitasker who can deal with multiple guest queries and complaints at the same time at various times of the day
• Be always on the floor, conducting constant walk about and exercise attention to detail (checking if music is on, all public areas are clean and tidy and equipment operational and inform housekeeping and maintenance where necessary)
• Welcome Groups, Crew and VIPs with personalised check in
• Check stock in owners lounge and replenish if needed
• Maintain a presence in the Lobby area
• Guest profiling
• Do pre-arrival and arrival WhatsApp messages
• Update all pre-arrival guests’ profiles for the next day
• Liaise with all HODs with regards to pre-arrivals requests
• Submit requisition to Pastry for next day room drops
• VIP room drops and last night turndowns
• Courtesy Calls
• Man the WhatsApp line and walkie talkie radios constantly
• Respond timeously to guest requests and emails
• Do departure calls a day after the guest has departed and update guest profile and spread sheet
• Follow up and action guests’ special requests such as flowers, extra towels, cot, twin beds etc
• Ensure clear and detailed handover is left for the next shift
• Must be experienced in Opera and be able to check guests in and out, able to extract reports on an ad hoc basis, room allocations, know how and where to search for guest information
• Travel Desk liaison: curate, plan and coordinate guests’ trips and tours
• Keep a record of daily tours and transfers in the book and spreadsheet
• Liaise and develop relationships with Travel Desk service providers
• Develop in-depth knowledge of Cape Town and Western Cape experiences
• Respond to guest queries or complaints fast and efficiently
• Arrange special occasion packages
• Assist with room moves and allocations
• Be always available to assist guests
• Ensure the desks are always neat and tidy
• Opera: check in VIP guests, extract reports on an adhoc basis, room allocations and update guest information
• To execute any reasonable task as requested by the Guest Experience Manager or Hotel Manager
Qualifications And Education Requirements:
• Matric certificate (Grade 12) and post graduate diploma
Experience:
• Minimum of 1-2 years’ experience within a similar position.
Preferred Skills:
• Excellent communicator
• Flexible
• Creative problem solver
• Detail orientated
• Able to collaborate and work as part of a team
• Able to act decisively and quickly when necessary
• Good judgement
• Professional and respectful
• Honest
• Demonstrate sound work ethics
• Sociable and able to host and interact with people from diverse backgrounds
• Ambitious and willing to learn and grow in the position
