Guest Liaison Officer

2 weeks ago

Bantry Bay, South Africa HotelJobs.co.za Full time

Kendrick Recruitment is seeking a dynamic and enthusiastic Guest Liaison Officer to join our majestic luxury boutique hotel in Bantry Bay, Cape Town. As a Guest Liaison Officer, you will play a crucial role in ensuring our guests have a memorable and exceptional experience during their stay.

**Responsibilities**:

- Guest Relations: Provide a warm and friendly welcome to all guests, ensuring their needs and requests are met promptly and efficiently. Act as a primary point of contact for guests, addressing their inquiries, concerns, and special requests.
- Customer Service: Deliver exceptional customer service by anticipating and exceeding guests' expectations. Offer personalized recommendations and suggestions for local attractions, activities, dining options, and other services to enhance their stay.
- Check-in/Check-out: Efficiently handle guest arrivals and departures, ensuring a smooth and seamless experience. Perform registration procedures, verify guest information, and process payments accurately.
- Reservations Management: Assist guests with room reservations, modifications, and cancellations. Maintain accurate records of guest preferences and ensure their requests are fulfilled to the best of your abilities.
- Problem Resolution: Act as a mediator between guests and other hotel departments to resolve any issues or complaints in a professional and timely manner. Provide appropriate solutions to ensure guest satisfaction and escalate matters when necessary.
- Concierge Services: Offer comprehensive concierge services, including arranging transportation, booking tours and excursions, making restaurant reservations, and coordinating special requests such as spa appointments and event tickets.
- Communication: Liaise with various departments within the hotel to ensure smooth operations and facilitate efficient guest services. Maintain clear and effective communication with colleagues to relay guest information, special requests, and relevant updates.
- Guest Feedback: Proactively gather guest feedback to continuously improve our services and guest experience. Respond to guest reviews and ratings on online platforms, addressing any concerns or issues raised.

Qualifications:

- Previous experience in a guest-facing role, preferably within the hospitality industry.
- Strong interpersonal and communication skills, with a friendly and approachable demeanor.
- Exceptional customer service skills with a keen eye for detail and the ability to anticipate guest needs.
- Excellent organizational and time management abilities to handle multiple tasks simultaneously.
- Proficiency in computer systems and hotel management software.
- Knowledge of local attractions, restaurants, and services in Cape Town is highly desirable.
- Fluency in English is essential, and additional languages are a plus.

The salary for this role ranges between R12,000 and R15,000 per month, depending on experience.

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