Guest Experience Team Leader (Cape Town, ZA)

Kerzer International
Cape Town
Full timeFunction: Administration & Executive AssistanceExperience: 2+ yearsEducation: bachelorsSkills: ["Excellent verbal communication","Excellent written communication","Service orientation","Organizational skills","Team player"]

Own the guest journey by transforming guest information into personalized, seamless experiences from pre-arrival to departure. Maintain accurate guest profiles, preferences, allergies, celebrations, and VIP details across SAGA and OPERA, coordinate amenities and special occasions with resort departments, and manage/track guest requests through ALICE and related systems. Lead by example, monitor feedback and ReviewPro results, handle concerns professionally, and support arrivals, departures, and VIP reporting.

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Kerzer International
Kerzer International
1 hour ago

Guest Experience Team Leader (Cape Town, ZA)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Own the guest journey by transforming guest information into personalized, seamless experiences from pre-arrival to departure. Maintain accurate guest profiles, preferences, allergies, celebrations, and VIP details across SAGA and OPERA, coordinate amenities and special occasions with resort departments, and manage/track guest requests through ALICE and related systems. Lead by example, monitor feedback and ReviewPro results, handle concerns professionally, and support arrivals, departures, and VIP reporting.
Location: Cape Town
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Research and maintain accurate guest profiles, preferences, allergies, celebrations, VIP information, and relevant details in SAGA and OPERA.
  • •Coordinate guest amenities, special occasions, VIP arrangements, and personalized touches with the Host Team, Housekeeping, Front Office, Connectivity Center, and other departments.
  • •Manage and follow up on guest requests, support arrivals and departures, and ensure timely resolution with effective departmental communication.
  • •Prepare and distribute VIP reports, maintain accurate system information, and ensure guest requests/amenities are recorded in ALICE and/or SAGA.
  • •Monitor guest feedback and ReviewPro results, handle concerns and complaints professionally, identify opportunities to personalize experiences, and continuously improve service quality.

Key Requirements

  • •Completed High School (University degree optional).
  • •Bachelor in Hotel Management or Technical or General Administration.
  • •At least 2 years’ experience in the tourism sector; preferably knowledge of Concierge and Front Desk.
  • •Excellent verbal and written communication, with strong service and organizational orientation.
  • •Working knowledge of OPERA PMS; knowledge of ALICE is desired; intermediate/advanced computer skills and MS Office knowledge.
Experience:2+ yearsTourism
Education:Bachelor's in Hotel Management or Technical or General Administration
Skills:Excellent verbal communicationExcellent written communicationService orientationOrganizational skillsTeam player
Languages:English
Tech Stack:SAGAOPERAALICEGMHOpenTableSevenRoomsReviewProMS OfficeWordExcelPowerPointOutlookPublisherInternetOpera PMSALICE platformKnowledge management databases

Company Brief

Kerzer International
Kerzner International develops and manages luxury resorts, hotels and branded leisure destinations worldwide, including Atlantis and One&Only properties, delivering integrated hospitality, entertainment and residential experiences at premier beachfront and destination locations.
Industry: Hotels & Resorts
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Dubai, United Arab Emirates
Founded: 1972
WebsiteLinkedIn