Guest Services Officer

6 months ago

Cape Town, South Africa Cullinan Holdings Full time

An exciting opportunity has become available for a Guest Services Officer to join our Guest Services Team

The position is based at the Cape Town International Airport.

As the Guest Services Officer, you ensure that our guests start their journey to South Africa with a First Class experience You are ready to welcome guests to our beautiful country, and whether they have been to South Africa before or if it is their first time, make them feel like they have come home. Airports can present their challenges, but you are there to take care of getting our guests from point A to point B without any of the hassles. You will engage in face-to-face conversations with guests and discuss their journey ahead, securing them the knowledge that they understand their itinerary arrangements, and that any questions or concerns raised, will be answered swiftly. Even when guests have departed the airport. you are on call when life's mishaps occur, visiting guests in the hospital or at their hotel to offer comfort and reassurance. No matter the situation, you are there to lend a helping hand.

The Guest Services Officer's responsibilities include but are not limited to:

- Preparation prior to the guest service including, ETA of arrival, flight/transport, documentation, guide contract, group monies/porterage, and onward travel arrangements, i.e. transfer services.
- Take up position and provide guest service in accordance with our company standards, guidelines, policy, and procedure.
- Assist departing guests/ groups with VAT refunds prior to check-out and then to security thereafter.
- Immediate response to any guests where Guest Services representation is required.
- Accurate and immediate reports after the service has been completed.
- Immediately inform management of any incidents or serious issues that could affect our guests or customers.
- Give report/feedback on guest complaints and effectively and timeously resolve any issues.
- Assist with other projects and responsibilities that may not be mentioned above, but which may be reasonably required by the operations.
- Close relationships with all our tour guides and suppliers to result in excellent customer and guest service.

**Requirements**:
**Qualifications**:

- Grade 12

**Experience**:

- Minimum 3 years experience in a guest contact position, preferably within an airport environment

**Skills**:

- Proven customer services skills to interact appropriately with guests in a considerate, professional, and positive manner
- Knowledgeable about South Africa as a holiday destination
- Actively listens and extends assistance to guests
- Ability to communicate tactfully with guests, colleagues, and department heads
- Ability to operate basic office equipment, including telephones and computers.
- Computer literacy, working experience with Microsoft Outlook, Word, and Excel
- Excellent English language skills. Foreign language skills will also be highly advantageous
- Strong communication, conversational and organizational skills
- Effective decision-making abilities

**Attributes**:

- Friendly and engaging
- Passionate about South Africa
- Committed
- Strong guest satisfaction and service disposition
- People-person
- Always maintaining a high level of professional appearance and demeanor
- Team Player

**Other requirements**:

- Must have own reliable vehicle
- Must be able to work varied hours, over weekends and/or public holidays if operationally required

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