- Location
- Cape Town Western Cape South Africa
- Employment
- Full-Time
- Seniority
- Mid-Level
- Posted
- Oct 14, 2026
About Belmond
Belmond is a distinguished name in luxury travel, curating exceptional hotels, trains, river cruises and safaris in some of the world’s most storied destinations. As an employer, Belmond offers the rare opportunity to contribute to experiences defined by heritage, artistry and deeply personal service, while belonging to a global hospitality house within the LVMH family. The company values intuitive excellence, cultural curiosity and respect for place, encouraging colleagues to become ambassadors of timeless travel. With roles spanning operations, gastronomy, wellness, sales and corporate functions, Belmond fosters careers shaped by craftsmanship, international perspective and the pursuit of unforgettable guest moments.
The Service Excellence Advisor at Belmond’s Mount Nelson supports guests throughout the post-reservation process, from booking quality checks and follow-up to payment, documentation and query resolution. The role coordinates timely, accurate fulfilment across departments, maintains guest profiles, identifies upselling opportunities and meets service-level targets.
Role & Responsibilities
- Maintain accurate guest data and record as many guest preferences as possible in profiles assigned to bookings.
- Identify opportunities to enhance each guest’s stay by suggesting add-ons such as upgrades, transfers and experiences.
- Quality-check bookings before issuing travel documents and follow up to obtain missing information or special requests.
- Ensure payments are collected, questions are answered, and tickets and relevant documentation are delivered.
- Provide each customer with a personal response to their queries.
- Meet service-level targets for response times, case and queue management, and case classification accuracy in Salesforce Omnichannel.
- Coordinate with relevant departments to ensure required actions are completed accurately and on time.
Qualifications
- At least 2 years’ experience in a Front Office, Reservations or customer service role.
- Excellent telephone etiquette and verbal communication skills.
- Strong organisational skills and close attention to detail.
- Strong computer proficiency and email communication skills.
- Ability to work without supervision.
- Customer service skills.
Skills
Experience
2 years in a Front Office, Reservations or customer service role.
Workplace
The role is situated in Cape Town, Western Cape, South Africa.
Explore jobs in South Africa.
Benefits
Loyalty and recognition rewards programs; Employee Assistance and Wellness programs.
Culture
Belmond fosters a workplace culture rooted in exceptional hospitality, craftsmanship, and a deep respect for the heritage of its iconic hotels, trains, river cruises, and safari lodges. As an employer, it encourages employees to create memorable, highly personalized experiences while nurturing a collaborative, multicultural environment where service excellence and storytelling are central to everyday work.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Belmond, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Guest Service Advisor», «Customer Experience Advisor», «Guest Relations Advisor», «Reservations Service Advisor», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.