We are looking for a Guest Relations Officer who will be responsible for ensuring that the guest's experience from arrival to departure is seamless in accordance with all policies and procedures. The Guest Relations Officer serves the needs of our guests and assists fellow colleagues from different departments if need be.
RESPONSIBILITIES:
- Welcome and introduce Company's Lodges and Spa to guests;
- Check-in and check-out guests;
- Pass all relevant guest information on to various departments as required;
- Assist guests with bookings, tours and transfers, build and create guests’ itineraries;
- Ensuring that all guest information and rates are correct;
- Guests’ liaison to all outside guests and assist restaurant when needed;
- Update guests’ profiles on Protel;
- Report to the manager on duty regarding any related maintenance concerns;
- Prepare welcome letters and registrations cards;
- Manage:
- Day sheet – guests itinerary document;
- Guests' daily Call log;
- Calls and guest concerns;
- Assist reservations with lodge guests’ bookings, and messages;
- Assist Spa, Housekeeping when required;
- Assist with lunch and dinner bookings on Dine-plan as required;
- Do a thorough handover with the Night Auditor & early/late shift Guest Relations;
- Ensure all transfers are booked, tracked and charged;
- Required 2 Night audit duties per month
REQUIREMENTS:
- Hospitality Certificate/Diploma;
- At least 2-3 years experience in a similar role;
- Very strong computer and great administration skills;
- Passionate about the hospitality industry;
- Excellent interpersonal- & communication skills, written and verbal in English (in person and telephonic);
- Strong customer service orientation with excellent people skills;
- Ability to maintain a professional working relationship with all departments and across cultures and religions;
- Comfortable in dealing with very distinguished clientele;
- Must be well-presented;
- Friendly, helpful and outgoing;
- Natural warmth and friendliness;
- Punctual & self-disciplined;
- Extreme attention to detail;
- Pro-Active and a team player;
- Reliable transport to and back from work
