Guest Relations Officer

3 months ago

Cape Town, South Africa HotelJobs.co.za Full time

**Scope and General Purpose**:
Guest Relations Officer needs to demonstrate the highest level of courteous and efficient service, to ensure guests feel welcome and that their needs will be attended to at all times during their stay. They also form strong and lasting relationships with guests and provide information about additional hotel services.

**Main Duties and Responsibilities**:

- Provide guests with information about attractions, facilities, services, and activities around Cape Town.
- Arrange events, excursions, transportation etc. upon request from our guests.
- To ensure that all standards and procedures are fully known and followed.
- Stay current and up to date with all hotel services as well as daily requests and special events.
- Dealing with Guest queries and arrange assistance where necessary.
- Ability to work accurately under pressure.
- Ability to take initiative and make judgement calls regarding complaints.
- Monitoring of Semper and Guest profiling to ensure team are updating required information; nationalities, address, remarks, preferences.
- Ensuring day-to-day guest services such as wake-up calls, room service etc.; all handled timeously and accurately.
- Operate a system called Dineplan to make and update all outlets dining reservations. To capture guest details correctly and ensure confirmations are sent.
- Answer and screen all incoming calls and deal with individual requests, messages and queries from Guests.
- Assist with ad hoc duties as requested by colleagues and Management if within reason and person’s capabilities.

**Requirements & Qualifications for this position**:

- Diploma in Hospitality Management beneficial
- 1 years’ experience in Guest Relations / Guests Service experience in a 5* Environment
- A strong grasp of operational systems (Semper,Dineplan) and computer literacy in Microsoft Excel, Word, Power point, Outlook
- Strong organizational skills and ability to multitask
- Presentable and well groomed
- Ability to work long hours, including weekends and holidays
- Very strong ability to communicate; read and write in English is essential; additional languages are a plus
- Exceptional attention to detail, hardworking and a passion for people and hospitality
- A passion to learn, teach and drive improvement in employees
- International experience in a similar environment and travelling experience will be advantageous
- Own transport a plus

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