Guest Relations Officer - Luxury Hotel
Simply HR Payroll · Cape Town · To be discussed
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An exciting opportunity is available for an experienced Guest Relations Officer to join a prestigious hotel environment. The successful candidate will be responsible for ensuring an exceptional guest experience, managing guest queries and complaints, coordinating VIP services and maintaining strong communication with both guests and internal departments.
Please note that Cape Town based candidates will take preference.
Duties & Responsibilities
- Maintain and update guest profiles and ensure all information is accurate
- Familiarise yourself with daily business, including group arrivals, return guests, VIP guests and gifting requirements
- Coordinate VIP gifting and welcome letters
- Monitor guest reviews across relevant platforms and communicate concerns to the appropriate departments
- Liaise with industry partners and service operators as required
- Attend to guest needs, queries and complaints promptly and professionally
- Coordinate guest requirements with relevant departments
- Assist with guest payments and after-departure services
- Ensure consistently high standards of professional and courteous guest service
- Promote and sell hotel facilities to in-house and prospective guests
- Assist with reservations when the Reservations Department is unavailable or after hours
- Monitor industry trends and make recommendations to improve Front Desk operations
- Provide ad hoc assistance to Front Office and Rooms Division when required
- Ensure compliance with all departmental policies and procedures
Desired Experience & Qualification
- Grade 12 / Matric
- Hospitality Management Diploma or Certificate
- Minimum 2 years' experience in the hotel industry in a similar position
- Excellent knowledge of Microsoft Office
- Experience with INFOR Front Office and Cashiering functions will be advantageous
- Excellent administration skills
- Fluent in English, both verbal and written
- Additional languages will be advantageous
Key Competencies
- Excellent communication and guest-relations skills
- Strong customer service orientation
- Professional, charming and sophisticated manner
- High emotional intelligence
- Well-groomed and professionally presented
- Excellent time management and organisational skills
- Ability to work independently and as part of a team
- Ability to remain calm and effective under pressure
- Strong attention to detail
- Willingness to work shifts and occasional overtime
Package & Remuneration
To be discussed.