Guest Experience Expert at The Westin Cape Town | Apply Now!

Job Details

📍 Location: Cape Town, Western Cape, South Africa
🏨 Hotel: The Westin Cape Town (Marriott International)
💼 Job Title: Guest Experience Expert (Guest Services Agent)
🕒 Employment Type: Full-Time
🆔 Job ID: 26210061
🏢 Career Area: Rooms & Guest Services Operations
📌 Workplace: On-site (#LI-Onsite)

Company Overview

The Westin Cape Town, part of Marriott International, is a luxury wellness-focused hotel brand dedicated to enhancing guest well-being through exceptional service, thoughtful experiences, and world-class hospitality standards. Westin empowers both guests and associates to be the best version of themselves by fostering balance, vitality, and personal growth.

Marriott International is a global hospitality leader known for its inclusive culture, ethical standards, and commitment to excellence across its properties worldwide.

Job Overview

Reporting directly to the Guest Services Duty Manager, the Guest Experience Expert is responsible for delivering a consistently high standard of guest service in a fast-paced hotel environment. This role is central to front-of-house operations and guest relations, ensuring that every guest interaction reflects the Westin brand promise and Marriott International standards.

The position requires professionalism, strong interpersonal skills, operational flexibility, and a proactive approach to guest satisfaction.

Key Responsibilities

• Complete all daily duties in line with departmental standards and operational requirements

• Maintain exceptional service excellence and guest satisfaction at all times

• Perform lobby duties including guest interaction, welcoming, and rooming

• Handle guest complaints effectively and ensure resolution to guest satisfaction

• Anticipate guest needs through attention to detail and personalized service

• Liaise with other hotel departments to ensure seamless Guest Services operations

• Provide administrative support when required

• Fulfil a dual Front Office role, including switchboard and receptionist duties when operationally required

• Support Front of House management by remaining flexible and service-focused under pressure

Qualifications & Experience

Education

• A relevant hospitality qualification is advantageous

Experience

• Minimum of two years’ experience in a similar hotel or guest services role

• Prior experience within a luxury or branded hotel environment preferred

Skills & Competencies

• Strong working knowledge of Opera PMS and Microsoft Office

• Excellent communication, problem-solving, and decision-making skills

• Strong planning, organisational, and time-management abilities

• Professional, pleasant, and service-driven disposition

• Ability to work effectively in a pressurised environment

• Extensive knowledge of Cape Town attractions, tours, and restaurants

• Foreign language proficiency is advantageous

• Proactive, self-motivated, and quality-focused

CV Tips for the Role

• Highlight hotel or front office experience, especially within branded or luxury environments

• Emphasise Opera system knowledge and guest service achievements

• Include examples of complaint handling, guest relations, and multitasking

• Showcase strong communication, organisation, and teamwork skills

• Demonstrate your passion for hospitality and guest wellness

Benefits of Joining The Westin Cape Town

• Be part of a globally recognised luxury hotel brand

• Access to career development opportunities within Marriott International

• Work in a culture that prioritises well-being, balance, and personal growth

• Collaborate with diverse, passionate hospitality professionals

• Opportunity to deliver meaningful guest experiences that make a lasting impact

Company Policy

Marriott International is an Equal Opportunity Employer. Employment decisions are made without regard to race, colour, religion, gender, sexual orientation, disability, veteran status, or any other protected characteristic. Diversity, inclusion, and belonging are fundamental to our culture.

Marriott maintains a strict no-fees recruitment policy. Applicants will never be asked to pay any fees during the recruitment process. Candidates are advised to remain vigilant against recruitment scams.