Senior Guest relations officer

Cape Town, South Africa Posted on 21/04/2026

• Salary: Will be discussed during interview
• City: Cape Town
• Province: Western Cape
• Country: South Africa
• Postal Code: 7625

WE'RE HIRING: Senior Guest Relations Officer

Our Cape Joy team is looking for a Senior Guest Relations Officer. You will take ownership of the guest facing operation and guest experience lifecycle. You will act as the right hand to the General Manager, ensuring seamless service delivery, supervising housekeeping standards, managing reservations and financial administration, and resolving guest concerns with professionalism and discretion. This role requires a mature, proactive individual who can operate independently and lead by example.

• Serve as the primary point of contact for guests from pre arrival to post departure, anticipating needs and personalising stays where possible.
• Proactively resolve guest complaints and service recovery situations with professionalism and judgment.
• Provide high level local recommendations and arrange exclusive experiences, dining, and transport for discerning guests.

• Oversee the preparation and presentation of breakfast service, ensuring consistency, quality, and adherence to brand standards.
• Step in to prepare or plate breakfast when required, particularly during busy periods or staff shortages.

• Manage all reservations, guest communications, and room allocations using Nightbridge (or similar PMS).
• Ensure accurate guest data entry and special request tracking.
• Handle daily invoicing, payment processing, and basic financial reconciliation using Zoho Books.
• Assist with petty cash control, supplier invoice verification, and end of day reporting.

• Drive turnover with marketing and sales initiatives including promotions, bundles, local partnerships, social media execution, and advertisement.
• Identify opportunities to increase average spend per guest through up selling and add ons.
• Collaborate with management to develop and implement local marketing strategies.

• Arrange guest transport (airport transfers, local travel, tours) with trusted service providers, ensuring punctuality and guest satisfaction.

• Act as shift leader in the absence of the General Manager, delegating tasks and ensuring smooth daily operations.
• Identify operational inefficiencies and suggest improvements to management.

• Minimum 4-6 years of front of house or guest relations experience in a luxury boutique hotel, guest house, or high end hospitality environment.
• Proven experience supervising housekeeping or guest facing teams.
• Demonstrated ability to handle guest complaints, service recovery, and VIP guest management independently.

• Essential: Proficiency with Nightbridge (or similar PMS such as Semper, ResRequest, or Opera).
• Essential: Working knowledge of Zoho Books (or similar accounting/invoicing software such as QuickBooks or Xero).
• Strong Microsoft Office skills (Word, Excel, Outlook, PowerPoint) for reporting and communication.
• Experience driving sales and marketing initiatives through promotions, social media and advertising (advantageous).

• Hospitality diploma or degree (preferred but not essential if experience is strong).
• Additional certification in front office management, revenue management, or guest service excellence (advantageous).

• Live out position requiring flexibility to work shifts, weekends and early mornings (Breakfast service starts early).