Head Concierge

Job Description: Head Concierge (Front of House / Receptionist)

Location: Charles Hope Aparthotel Cape Town
Reports to: Hotel General Manager

About the Role – The Guest Journey You Will Own

We are a modern, design-led hometel in the heart of Cape Town, offering guests a refined blend of hotel service and apartment-style living. Our focus is on delivering highly personalised, seamless, and memorable guest experiences where every stay feels curated, intentional, and individual. This role is best understood as a full guest journey ownership position, not a traditional receptionist role. We are not just offering accommodation, we are designing guest journeys.

You will be responsible for shaping the guest experience across four key stages:

1. Before arrival: You prepare for the guest before they arrive - understanding who they are, who they are travelling with, and what matters to them. You ensure their stay is already considered before they walk through the door.

2. Arrival: You welcome guests personally, by name, creating immediate recognition and comfort. The experience begins with warmth, familiarity, and ease - not administration.

3. During their stay: You actively manage and enhance the guest experience. You anticipate needs before they are expressed, create personalised moments, and ensure every guest feels seen, known, and cared for throughout their stay.

4. After departure: You ensure the guest journey continues beyond checkout by maintaining detailed guest profiles and insights for future stays, ensuring continuity and recognition when they return.

This is a role for someone who actively designs experiences, not someone who simply responds to requests.

Key Responsibilities

A. Guest Experience & Personalisation

• Own and curate the full guest journey from pre-arrival to post-departure
• Learn guest details in advance (names, preferences, purpose of stay, family details, special occasions)
• Ensure guests are greeted and acknowledged by name, including ex. children where applicable
• Prepare rooms and experiences based on known guest preferences before arrival
• Anticipate guest needs and proactively provide solutions without being asked
• Create personalised in-stay moments and meaningful guest touchpoints
• Deliver curated experiences such as Treasure Trails and local discovery activities
• Maintain ongoing engagement with guests throughout their stay

B. Front Desk Operations

• Manage seamless check-in and check-out processes
• Handle reservations, modifications, cancellations, and guest enquiries
• Process payments and issue invoices accurately
• Maintain accurate and updated guest profiles and booking records
• Coordinate with housekeeping and maintenance to ensure room readiness

C. Pre-Arrival & Journey Preparation

• Manage all pre-arrival communication with guests
• Organise transport, airport transfers, and special requests
• Ensure rooms are fully prepared according to guest profiles
• Plan personalised touches and experiences before guest arrival

D. Concierge & Experience Delivery

• Provide tailored recommendations for dining, attractions, and activities
• Arrange bookings, transport, and guest itineraries
• Personalise suggestions based on guest history and preferences
• Ensure special occasions (birthdays, anniversaries, celebrations) are meaningfully recognised

E. Service Excellence & Care

• Monitor guest satisfaction throughout their stay
• Resolve guest issues quickly, professionally, and with ownership
• Maintain consistent service excellence across all touchpoints
• Continuously improve guest experience through observation and feedback

Requirements

• Experience in hospitality, front office, concierge, and/or guest experience roles
• Strong understanding of personalised or high-end guest service
• Excellent communication and interpersonal skills
• Strong attention to detail and ability to retain guest information
• Proactive, anticipatory, and solution-driven mindset
• Experience with booking systems
• Ability to multitask in a fast-paced environment
• Flexible to work shifts, weekends, and public holidays
• Professional, polished, and guest-focused presentation
• Legal right to work in South Africa

What We Offer

• Opportunity to shape a premium, experience-led hospitality model
• A dynamic, design-led working environment
• Growth within a fast-growing brand across Europe and Africa
• Staff benefits and internal perks
• Exposure to high-touch guest experience design

Pay: From R20 000,00 per month

Work Location: In person