Guest Relations

7 days ago

Cape Town, South Africa Clockwork Hospitality Full time

Guest Relations & Hostess Duties & Responsibilities Guest Interaction & Service: - Greet and welcome guests upon check-in and bid a fond farewell during departure. - Handle guest complaints, concerns, and requests promptly and efficiently. - Oversee VIP guest arrivals and departures, ensuring personalized service. - Provide detailed information about the hotel, local attractions, events, and city offerings. - Maintain up-to-date knowledge on daily room occupancy, room rates, promotions, offers, and packages. - Collect guest feedback, preferences, and notes on likes and dislikes to ensure personalized future service. - Action room drops and ensure all guest needs are met, including special occasion requests. Operations & Coordination: - Coordinate effectively in a busy environment, managing job duties efficiently. - Assist with event inquiries, bookings, and site inspections. - Manage reservations for Gigi’s restaurant and other large bookings, ensuring smooth coordination. - Ensure cleanliness and upkeep of guest areas, including Gigi’s, elevators, and restrooms, in coordination with housekeeping. Menu Management & Responsibilities: - Day shift: Responsible for printing the latest menus for the restaurant. - Head Waiter: Stand in for Hostess at 12h00 during room drops, placing the menus into clipboards. Supervision & Chain of Command: - Head Waiters are the "supervisors" on shift for breakfast service, ensuring smooth operations. - Always follow the chain of command. For queries or concerns, approach the Restaurant Manager who will raise them with the relevant HODs. - If dealing with a complaint from a Gigi guest, consult the supervisor on the floor for assistance in handling the situation. Administrative Duties: - Maintain accurate guest folios, including any special requests or preferences. - Perform basic cashier activities when required. - Manage hotel guest billing and PM billing as needed. - Ensure proper handovers between shifts, ensuring smooth transition of duties. Guest Satisfaction & Service Standards: - Provide exceptional customer service, maintaining high service standards throughout guest interactions. - Remain unbiased and professional in handling all guest matters. - Ensure guests have an outstanding experience, aligning with hotel service standards. - Maintain a positive and outgoing personality while adhering to grooming and hygiene standards. Personal Development & Professionalism: - Continuously strive to improve skills, knowledge, and overall guest service. - Maintain strong interpersonal skills and a guest-focused attitude. - Be observant, detail-oriented, and possess good time-management skills. - Work shifts as required (including weekends, holidays, and overnight shifts) and demonstrate flexibility. Additional Responsibilities: - Handle event functions, conferences, and special occasion requests. - Oversee Dineplan reservations and service flow. - Ensure smooth operations of big bookings and functions at Gigi’s. - Collaborate with management and other departments to enhance the guest experience. - One-on-one meetings and further discussion on handover processes will be scheduled with management. **Job Types**: Full-time, Permanent Pay: R5 500,00 - R10 000,00 per month Work Location: In person

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