Guest Relations Officer

SUMMARY:
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POSITION INFO:

4* Hotel situated in the V&A Waterfront, Cape Town is seeking a guest-centric Guest Relations Officer to join the Front Office team.

REQUIREMENTS:

• Minimum Std. 10 (Grade 12)
• Hospitality Management Diploma or Certificate.
• At least 2 years’ experience in the Hotel industry, in a similar position.
• Excellent knowledge of Microsoft Office.
• INFOR “Front Office and Cashiering functions” an advantage.
• Excellent administration skills.
• Fluent in English - verbal and written. (Additional Languages an advantage)
• Excellent communication skills & guest relation qualities.
• Always well-groomed and presented.
• Display a high level of emotional intelligence.
• Customer orientation, professional charm and sophistication.
• Able to work alone, with a team, and under pressure.
• Time management skills.
• Ability to work shifts and occasional overtime.

KEY RESPONSIBILITIES:

• Booking/ Guest Profiles - Action profile remarks, ensuring all information is checked and updated daily.
• Familiarize with the daily business i.e. group arrivals, return and VIP guests, and gifting.
• Responsible for all VIP gifting and welcome letters.
• Guest Reviews – managing all platforms and communicating poor reviews with relevant depts, daily.
• Hotel Liaison – with all industry and service operators, as required.
• Guest Liaison - Attend to Guests' needs and requirements, complaints, and queries. Ensuring these are promptly actioned and communicated to all the relevant departments
• Attending to all guest queries, payments, and after-departure services.
• Guest Service - To ensure that all Guests are assisted in a professional, efficient and courteous manner. Always maintain a high standard of personal service with all customers, internal and external as well as public areas surpassing those as set out by the group.
• Promoting and selling the hotel & the facilities to in-house and prospective guests.
• Compliance with all company and departmental policies and procedures.
• Assisting with reservations in the absence of the Reservations department and after hours, as needed.
• To be fully aware of the trends in the industry and make suggestions for the improvement of the running of the Front Desk.
• Adhoc assistance to the Front Office & Rooms Division may be required from time to time.