Guest Relations Officer

As a Front Desk Agent, you will be the first point of contact for guests, playing a vital role in creating a welcoming and memorable experience. You will be responsible for checking guests in and out, managing reservations, handling guest inquiries, and providing information about the hotel's services and local attractions. The role demands excellent communication skills, the ability to multitask effectively, and a strong customer service mindset.

Key Responsibilities

Provide a warm and professional welcome to all guests upon arrival.
Efficiently manage the check-in and check-out process, ensuring accurate data entry and attention to detail.
Handle reservations, modifications, and cancellations accurately using the Opera hotel management system.
Address guest inquiries, requests, and complaints promptly and courteously, ensuring guest satisfaction at all times.
Provide guests with information about the hotel's amenities, services, and local attractions.
Maintain a high level of professionalism and personal presentation in line with the hotel's standards.
Work closely with other departments to ensure a seamless guest experience.
Prepare and process guest bills and payments accurately.
Ensure the front desk is tidy, organized, and adequately stocked with necessary supplies.

Qualifications

Formal qualification in Hospitality is advantageous.
Previous experience in the hospitality industry is essential.
Working knowledge of the Opera hotel management system is preferred.
International experience is an added advantage.

Person Specifications

Excellent communication and interpersonal skills.
Strong problem-solving abilities and leadership qualities.
Ability to work effectively as part of a team.

Competencies

Strong multitasking and prioritization skills.
Customer service-oriented with a positive attitude.
High attention to detail and excellent organizational skills.
Fast and accurate data entry capabilities.
Good knowledge of hotel operations and standard procedures.

Key Performance Indicators & Conduct Requirements

Maintain a high level of professionalism and personal grooming.
Deliver a high standard of customer service, as reflected in feedback from guests and colleagues.
Exhibit a proactive, 'can-do' attitude and a commitment to providing outstanding guest experiences.

Desired Skills

Customer Liaison
Public Relations
Hotel Reception

Desired Work Experience

2 to 5 years

Desired Qualification Level

Diploma

About The Employer

Five Star Wine Estate

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