Guest Service Team Leader

Guest Service Team Leader

(20307)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Set in the vibrant heart of Cape Town’s waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion

The purpose of this position is to manage the daily activities, reporting, training and operations of the Guest Services operations and colleagues. With experience in a high quality luxury resort guest services, the Team Leader will support the Front Office Management team and Guest Services team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Support the tracking and resolution of service issues.

Key Areas of Responsibility

Ensure every guest receives warm, personalised, and anticipatory service throughout their stay.

• Act as an ambassador for the hotel, creating memorable and meaningful guest interactions.
• Resolve guest concerns promptly and professionally, turning service challenges into opportunities to exceed expectations.
• Foster guest loyalty through exceptional service delivery and relationship building.
• Monitor guest feedback and implement continuous service improvements.

Leadership & Team Development

• Inspire, coach, and mentor the Guest Services team to consistently deliver world-class hospitality.
• Lead by example, demonstrating professionalism, integrity, and a genuine passion for guest service.
• Support colleague engagement, training, performance management, and career development.
• Create a positive and collaborative working environment built on trust, respect, and accountability.

Operational Excellence

• Oversee the day-to-day Guest Services operation, ensuring seamless and efficient service delivery.
• Maintain luxury service standards, policies, and procedures.
• Support guest recognition initiatives and revenue-enhancing opportunities through thoughtful upselling and personalised recommendations.
• Ensure all guest requests are handled with urgency and attention to detail.

Collaboration & Communication

• Build strong relationships across all hotel departments to ensure a seamless guest experience.
• Communicate effectively with management and colleagues regarding operational matters, guest preferences, and service recovery initiatives.
• Promote a culture of teamwork and service excellence throughout the property.

Health, Safety & Compliance

• Ensure compliance with all company, health, safety, and security standards.
• Support the wellbeing of guests and colleagues through proactive risk management and safe operating practices.

Ideal Candidate Profile

An engaging and service-driven hospitality professional with experience in a luxury or boutique hotel environment, who possesses exceptional leadership abilities, refined communication skills, and a passion for creating extraordinary guest experiences. The successful candidate demonstrates an unwavering commitment to excellence, attention to detail, and the ability to inspire a team to deliver the highest levels of personalised luxury hospitality.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

Close date: 20 July 2026