Hotel Guest Services Representative

4 weeks ago

Johannesburg, Gauteng, South Africa Dream Hotels and Resorts Full time
Job Overview

The Hotel Guest Services Representative serves as the primary point of contact for guests visiting or staying at the hotel. This role involves providing exceptional customer service, handling guest inquiries and requests, and ensuring a positive guest experience throughout their stay.

Key Responsibilities:

  • Guest Check-In and Check-Out: Welcome guests upon arrival, check them in, and provide information about the hotel's facilities and services. Assist guests with the check-out process, finalize payment transactions, and address any final requests or concerns.
  • Guest Services: Respond to guest inquiries, requests, and complaints promptly and professionally, providing personalized assistance and solutions as needed. Arrange for special services or amenities for guests, such as restaurant reservations or transportation.
  • Information and Assistance: Provide guests with information about local attractions, dining options, events, and activities to enhance their experience during their stay. Assist guests with directions, transportation arrangements, and any other information they may require.
  • Guest Relations: Build positive relationships with guests by anticipating their needs, addressing their concerns, and exceeding their expectations. Handle guest feedback and complaints with empathy and professionalism, taking appropriate action to resolve issues and ensure guest satisfaction.
  • Administrative Tasks: Maintain guest records, reservation logs, and other administrative documentation accurately and confidentially. Assist with billing, invoicing, and financial transactions as needed.

Requirements:

  • 1-2 years of relevant front of house or related experience
  • 2 years of solid customer service experience
  • Previous experience in a customer service or receptionist role
  • Experience in the hospitality industry is beneficial and will be considered an advantage

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