Guest Relations Officer

3 weeks ago

Stellenbosch Western Cape, South Africa HotelJobs.co.za Full time

Kendrick Recruitment is on the hunt for an experienced Guest Relations Officer for a beautiful hotel based in the Cape Winelands.

**Responsibilities**:

- ** Guest Experience Enhancement**: Ensure the highest level of guest satisfaction by providing personalized service and anticipating guests' needs throughout their stay. Act as a primary point of contact for guests, creating memorable experiences that reflect the luxury and excellence of the Hotel.
- ** Guest Relations**: Build and maintain positive relationships with guests, addressing inquiries, requests, and concerns promptly and professionally. Serve as a liaison between guests and various departments within the resort to ensure seamless communication and resolution of issues.
- ** Arrival and Departure Services**: Welcome guests upon arrival, escorting them to their accommodations, and providing an orientation of the resort facilities and services. Assist with check-in and check-out procedures, including luggage handling, transportation arrangements, and billing inquiries.
- ** Concierge Services**: Offer expert recommendations and assistance to guests regarding dining options, local attractions, transportation, and special events. Arrange reservations, tours, and activities tailored to guests' preferences, ensuring a bespoke and memorable experience.
- ** VIP and Special Requests Handling**: Cater to the needs of VIP guests and special occasions, coordinating personalized amenities, arrangements, and surprises to exceed expectations. Maintain confidentiality and discretion when handling sensitive information and requests.
- ** Problem Resolution**: Address guest complaints and concerns in a timely and empathetic manner, taking ownership of issues and ensuring swift resolution to maintain guest satisfaction and loyalty. Escalate unresolved matters to management as necessary.
- ** Guest Feedback Management**: Solicit feedback from guests regarding their experiences and satisfaction levels, actively listening to their input and suggestions. Utilize guest feedback to identify areas for improvement and implement initiatives to enhance the overall guest experience.
- ** Event Support**: Assist with the coordination and execution of special events, weddings, and corporate functions, ensuring smooth operations and guest satisfaction throughout the event.
- ** Administrative Duties**: Maintain accurate guest records and databases, including contact information, preferences, and special requests. Generate reports and correspondence as needed, supporting the efficient functioning of the guest relations department.

**Requirements**:

- Previous experience in guest relations, concierge services, or hospitality management, preferably in a luxury hotel or resort environment.
- Exceptional interpersonal and communication skills, with the ability to interact confidently and diplomatically with guests from diverse backgrounds.
- Strong organizational and multitasking abilities, with attention to detail and accuracy.
- Flexibility to work various shifts, including evenings, weekends, and holidays, as dictated by business needs.
- Knowledge of local attractions, cultural events, and activities in the Stellenbosch region is an asset.
- Professional appearance and demeanour, with a genuine passion for delivering unparalleled guest experiences.

**Benefits**:

- Competitive salary and benefits package.
- Opportunities for career growth and advancement within the luxury hospitality industry.
- Access to training and development programs to enhance skills and knowledge.
- A supportive and collaborative work environment surrounded by breath taking vineyard landscapes and world-class amenities.

**Application Instructions**:

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