Guest Relations Officer

3 months ago

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

This role is ideal for someone passionate about hospitality, with excellent communication skills, and a desire to deliver unforgettable guest experiences. As the Guest Relations Officer, you will be the face of the estate, ensuring guests receive a warm welcome and have their needs met from arrival to departure.

**Key Responsibilities**:

- Greet and welcome guests upon arrival, ensuring a smooth check-in and check-out process.
- Serve as the first point of contact for all guest inquiries, ensuring quick and effective resolution of any concerns or special requests.
- Assist guests with making reservations, booking activities, and providing information on estate amenities and offerings.
- Liaise with various departments (F&B, events, housekeeping) to ensure guests' requests are handled efficiently and their experience is seamless.
- Provide concierge services, such as arranging transportation, recommending local attractions, and organizing personalized guest experiences.
- Monitor guest satisfaction throughout their stay and handle any issues to ensure the highest standard of service.
- Maintain detailed guest profiles and preferences to personalize future visits.
- Ensure a high level of cleanliness, ambiance, and organization at the front desk and guest areas.
- Assist in coordinating and executing events and functions held at the estate.
- Collect and review guest feedback to improve services and guest experiences.

**Requirements**:

- Previous experience in guest relations role in a luxury hotel, resort, or wine estate.
- Excellent communication and interpersonal skills with a strong guest-focused approach.
- Friendly, approachable, and professional demeanor at all times.
- Ability to handle guest inquiries and complaints calmly and efficiently.
- Strong organizational skills with the ability to multitask in a fast-paced environment.
- Proficiency in hotel management software, reservations systems, and MS Office.
- Knowledge of the wine industry and hospitality standards is an advantage.
- Willingness to work flexible hours, including weekends, holidays, and evenings.
- A degree or diploma in hospitality management or a related field is preferred but not essential.

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