Guest Experience Agent (Cape Town, ZA)

Kerzer International
Cape Town
Workplace: OnsiteFull timeFunction: Hospitality & Food ServiceExperience: 2+ yearsEducation: high_schoolSkills: ["Customer-oriented","Multitasking","Problem-solving","Organized","Telephone etiquette"]

Manage guest communications and requests as the main liaison between guests and resort departments. Coordinate pre-arrival arrangements, create itineraries, and handle reservations and bookings across dining, spa, activities, and transportation. Use ALICE, Opera Cloud, SAGA, SevenRooms, OpenTable, and GMH to track requests, update profiles, and ensure issues are resolved to One&Only Brand Standards while delivering exceptional telephone and email etiquette.

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Kerzer International
Kerzer International
1 day ago

Guest Experience Agent (Cape Town, ZA)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Manage guest communications and requests as the main liaison between guests and resort departments. Coordinate pre-arrival arrangements, create itineraries, and handle reservations and bookings across dining, spa, activities, and transportation. Use ALICE, Opera Cloud, SAGA, SevenRooms, OpenTable, and GMH to track requests, update profiles, and ensure issues are resolved to One&Only Brand Standards while delivering exceptional telephone and email etiquette.
Location: Cape Town
Workplace: Onsite
Employment Type: Full time
Job Function: Hospitality & Food Service
Seniority: Mid level

Key Responsibilities

  • •Manage internal and external calls, emails, and guest requests while acting as the main liaison between guests and resort departments.
  • •Coordinate pre-arrival arrangements, create itineraries, and make reservations and bookings in line with One&Only Brand Standards.
  • •Track and follow up on guest requests through ALICE, phone, radio, email, and GMH, ensuring timely completion.
  • •Update guest preferences, allergies, and profiles in SAGA, and maintain room and incident information in OPERA Cloud and SAGA.
  • •Improve guest satisfaction by handling complaints, resolving issues, and delivering exceptional telephone and email etiquette.

Key Requirements

  • •High school completed (university degree optional).
  • •Minimum 2 years of experience in a similar role.
  • •English with 90% proficiency.
  • •Proficiency with Microsoft Office and OPERA PMS systems including ALICE, SAGA, SevenRooms, OpenTable, and ReviewPro GMH.
  • •Strong organization, multitasking, analytical thinking, and customer-oriented interpersonal skills under pressure.
Experience:2+ years
Education:High School
Skills:Customer-orientedMultitaskingProblem-solvingOrganizedTelephone etiquette
Languages:English
Tech Stack:Microsoft OfficeOPERA PMSALICESAGASevenRoomsOpenTableReviewPro GMHOpera CloudOPERA

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