Guest Relations Officer
2 weeks ago
**Guest Relations Officer - Job Description**
**Department - Front Office**
**Reports to - Property Manager**
The Guest Relations Officer is typically the guest’s first interaction with our product, thus we need to make sure it is consistently a positive one. You are responsible for ensuring we provide the highest level of guest service and that our standards are met and maintained at all times. With a combination of a passion for the job and the right communication with other departments, you have the ability and empowerment to make the guest’s experience more than memorable. A Guest Service Agent must have a positive and professional upbeat personality with a desire to deliver outstanding customer service to our guests.
**Requirements**:
- Experience in Guest Services with a strong knowledge of Sunninghill and its surroundings.
- Lives within Johannesburg.
- Has own, reliable transport.
- Exceptional interpersonal skills to enhance the service standards throughout the operation
- Excellent communication, guest service and time management skills
- Able to organize, plan ahead and manage workload
- A team player and a self-starter, yet able to work independently
- Ability to work effectively in an innovative, fast-paced and multi-tasked environment
- Knowledge of the hotel industry and the hotel boutique concept
- Excellent computer skills, specifically Microsoft Office and use of the internet
**Duties and Responsibilities**
- Always greet guests in a friendly and professional manner
- Engage each guest as a unique individual and listen attentively to their requests
- Perform accurate check-ins and check-outs of guests daily
- Answer the telephone in a timely and professional manner
- Make reservations over the phone and in person and ensure all aspects of the room reservation procedure are followed, including bookings, confirmations + cancellation policies
- Anticipate and address guest’s service needs
- Listening to guest’s complaints or concerns, resolving their issue in a timely manner or report to management as required.
- Learn and adhere to all fire and emergency procedures, including procedures for handling of the fire panel, ensuring guest safety and participate in an evacuation if necessary
- Practice safe working habits, including bending and lifting appropriately to avoid injury, reporting hazards, appropriate use of cleaning chemicals and working to minimize tripping hazards
- Keep work area neat and tidy
- Uniform and personal appearance are clean and professional
**Languages**
- Written, spoken and reading proficiency in the English language
- Additional languages are an asset
**Working Schedule**
- Morning and evening shifts, including weekends
**Job Types**: Full-time, Permanent
**Salary**: From R8,000.00 per month
COVID-19 considerations:
Yes
Ability to commute/relocate:
- Sunninghill, Gauteng: Reliably commute or planning to relocate before starting work (preferred)
**Education**:
- High School (matric) (required)
**Experience**:
- Hotel: 1 year (required)
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