Guest Relations Officer

Sun International · Cape Town, Western Cape

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Job Purpose

The Guest Relations Officer is responsible for being the point of contact for all guest queries, co-ordinating guest activity requests and providing exceptional, personalised customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is worth remembering.

Key Performance Areas

Prepared Work Station

Identify issues with regards the floor appearance/ functioning of equipment and systems
Check overall cleanliness of the front of house areas
Check and restock information brochures
Review the arrival and VIP lists daily and understands special requirements
Assist in preparing and distributing welcome / VIP amenities.

Co-ordinated Guest Activities

Identify issues with regards the floor appearance/ functioning of equipment and systems
Check overall cleanliness of the front of house areas
Check and restock information brochures
Review the arrival and VIP lists daily and understands special requirements
Assist in preparing and distributing welcome / VIP amenities.
Be familiar with the hotel facilities, promotions and activities

Delivered Reception Services

Acknowledge and greet all guests with a friendly smile and treat guests with respect at all times
Interact with guests and complete procedures on guest's check-in and check-out of the hotel; including cutting of keys; preparing bills and taking payments, etc.
Take and pass on messages to guests
Deal with special requests from guests
Inform guests of the services and accommodation rates in the hotel
Build good relationship and rapport with guests to make them feel comfortable and address any complaints they might have in a very courteous manner to protect the image of the hotel.
Keep clear and comprehensive records of guest room bookings and all billings for accountability and future reference.
Attend to all routes of room bookings, such as online, phone, and in person, to ensure that reservations are not left hanging but attended to promptly to keep the hotel business running
Report issues of housekeeping, maintenance and malfunctioning appliances to the relevant department for quick repair in order to ensure guests comfort and satisfaction.
Administer own float and conduct cash-ups at the end of the shift.
Be present at the reception desk and maintain proper decorum at all times.
Promotes and upsells the facilities of the hotel and knows the surrounding areas when asked for directions.

Stakeholder Engagement

Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times
Interact with guests and provide professional service standards and relevant solutions
Identifies guests and understand their preferences
Educate guests on business unit facilities, products and current promotions
Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
Communicate and update the business unit and relevant departments, as well as external suppliers with regards special requests.
Build effective internal and external relationships to ensure synergy of guest experience
Follow up with internal departments to ensure that guest requests are met on time

Job Requirements

Education

Experience

Work Conditions and special requirements

Ability to work shifts that meet operational requirements
Physically able to move around, and stand for extended periods of time
Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements

Skills and Knowledge