Working closely with the Head Concierge and House Management teams, the role requires flexibility, initiative and a hands-on approach to delivering exceptional guest experiences.
Combining concierge service, guest engagement, bespoke experience coordination and light operational oversight, the role supports guest requests, arrivals and departures while anticipating needs and ensuring every detail is thoughtfully managed.
The role requires strong organisation, discretion and attention to detail, with a genuine passion for refined, residential-style hospitality where every interaction matters and every detail makes a difference.
Duties:
Assist our guests efficiently and courteously in all Front Office related functions and to perform all administrative duties to the highest standards
Support the concierge function by delivering highly personalised, discreet and anticipatory guest service from pre-arrival through to departure.
Curate bespoke experiences and thoughtful touches based on individual guest preferences, ensuring a warm, refined and memorable stay.
Assist with arrivals and departures, including check-ins, luggage support, early/late arrivals and special requirements.
Coordinate guest transportation, airport transfers, chauffeur services, restaurant reservations and local experiences.
Maintain accurate guest profiles, itineraries, reservations, preferences, requests and follow-ups on Opera PMS and internal systems.
Liaise closely with F&B, Housekeeping, Spa, Culinary, Events, Guest Experience and Front Office to ensure guest requirements are executed seamlessly and timeously.
Assist in preparing and maintaining daily handovers, briefings, checklists, departmental logs and administrative records, ensuring SOPs remain current and audit-ready.
Support property readiness through regular walkthroughs, guest-area checks and coordination with Housekeeping and relevant departments.
Assist the House Manager and Duty Manager with light operational oversight, identifying and escalating maintenance, service or operational matters where appropriate.
Engage meaningfully with guests, anticipating needs and identifying opportunities to enhance their experience while upholding presentation and service standards.
Requirements:
Formal Hospitality Qualification
Minimum 3 Years experience in a similar role of in a 5* or similar luxury environment
Strong administrative background with excellent computer literacy (Opera, POS, Word, Excel, Outlook).
Sophisticated, service-driven, impeccably organised and naturally hospitable.
Passionate about administrative excellence and organisational systems.
Strong communicator with fluency in English and confidence dealing with international guests.
Highly organised and detail-focused, with strong multitasking abilities.
Knowledgeable about Cape Town's cultural, dining, and leisure offerings.
Naturally hospitable, observant, composed and pro-active, with the ability to work independently while collaborating effectively across departments.