Hospitality Service Agent

As a Hospitality Service Agent at Mount Nelson, A Belmond Hotel, you are on the frontlines of providing exceptional luxury hospitality experiences through knowledgeable and welcoming interactions with guests from the beginning of their journey with us. In this role, you will make an impact by providing exceptional customer service. If you’re looking to develop your skills and be part of the future of luxury, this is your moment.

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  

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.