Guest Relations Officer

2 weeks ago

Cape Town, Western Cape, South Africa HotelJobs Full time
An exciting role for a guest centric operator with strong FO acumen is up for grabs at this luxury property


The guest relations officer is responsible for coordinating all elements of pre-arrival, in-house, and post-departure details to create a seamless guest experience.

This role is essential in the preparation and organisation of the property's operation.


The individual must be well groomed and have a positive demeanour to build and maintain valuable relationships not only with guests, but also interdepartmental relations and third-party vendors.

The individual must also have a sharp eye for attention to detail.

EDUCATION AND EXPIRIENCE

  • Grade 12 /Matric certificate.
  • Diploma in hotel management or customer service.
  • 23 years' experience in a supervisory or management position in the hotel industry.
  • SEMPER PMS

CORE WORK ACTIVITIES

  • Display a polished and professional tone when dealing with guests and team members.
  • Arrange appropriate amenities and organize personalized welcome cards for greetings and special occasions.
  • Ensure all relevant information, history, and preferences are collected and documented uniformly for all the guests.
  • Effectively communicates guest requests and concerns to all other departments including housekeeping, front office, food and beverage.
  • Develops an ambitious working pace ensuring all reservations are completely reviewed at least 3 days before their arrival date.
  • Control departmental inbox and takes ownership of all incoming guest requests from initial introduction to completion.
  • Take every opportunity to anticipates guest needs and exceeds their expectations.
  • Contribute to the development of policies and procedures as well as the implementation of improvements made to the department.
  • Model the company's culture, vision, mission and core values always.
  • Be the liaison between guests and the hotel through effective communication by conducting pre arrival and monthly associate meetings
  • Be able to compile and send out any guest relations month end reports.

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