Hospitality Service Agent
Belmond Mount Nelson Hotel · Cape Town, Western Cape
Posted 30 October 2026
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Start free — we apply for you →Primary Responsibilities Include
- Reach out to guests after booking to confirm reservations details and gather additional information regarding preferences, special occasions, dietary restrictions, allergies or any other specific requests they may have.
- Use collected information to tailor each guest's stay according to their preferences.
- Coordinate with various hotel departments such as housekeeping, dining, spa services and concierge to prepare personalised amenities and arrangements.
- Oversee the accuracy of reservations in the hotel's system.
- Ensure all guest requirements are documented clearly and communicated effectively to relevant departments.
- Offer assistance with planning itineraries, making reservations for restaurants or local attractions, arranging transportation and providing recommendations that align with guest interest.
- Solicit pr-stay feedback on guests' expectations to refine experience offerings continuously.
- Address any concerns or special requirements ahead of time.
- Act as a liaison between guests and hotel staff before arrival.
- Ensure smooth communication channels are maintained so that updates or changes can be relayed promptly.
- Anticipate potential issues or conflicts regarding guest preferences or room availability, work proactively with management to resolve these before they impact the guest experience.
- Responsible for Reservation Booking for F&B Outlets.
Requirements
What You Bring
- A minimum of 2 years' experience in a customer service role within the hospitality industry is preferred.
- Exceptional written and verbal communication skills.
- Proficiency in using reservation management software as well standard office applications such Word, Excel, Outlook etc.
- A strong sense of empathy combined with an understanding of luxury service standards.
- Excellent organisational skills with an ability to prioritise tasks effectively under pressure.
- Ability to work collaboratively across teams and departments.
- Flexibility in handling multiple tasks in a dynamic environment.
Benefits
What We Offer
At Mount Nelson, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:
- Competitive basic salary
- Loyalty and recognition rewards programs
- Employee Assistance & Wellness programs