Job Description: Guest Relations Officer
Location: Aparthotel group in Sandton
Position Type: Full-Time/Shift Work
Overview:
We seek a personable, professional, and customer-focused Guest Relations Officer to join our team. In this role, you will act as the primary point of contact for guests, ensuring they have a memorable and seamless stay. You will provide exceptional service, address guest inquiries, and collaborate with other departments to maintain the highest standards of hospitality.
Key Responsibilities: Guest Services:
- Greet and welcome guests upon arrival, ensuring a warm and personalized check-in experience.
- Respond to guest inquiries, requests, and complaints promptly and efficiently, resolving issues to exceed expectations.
- Offer detailed information about the aparthotel's facilities, services, and nearby attractions.
- Anticipate guest needs and proactively provide solutions to enhance their stay.
Operational Support:
- Coordinate with housekeeping, maintenance, and front desk teams to ensure rooms are prepared and issues promptly addressed.
- Maintain an up-to-date understanding of reservation systems and assist with bookings and cancellations.
- Process guest check-ins, check-outs, and payments efficiently using the property management system.
Communication and Relationship Building:
- Build strong relationships with guests to encourage repeat stays and positive reviews.
- Handle special requests, such as arranging transportation, dining reservations, or personalized experiences.
- Communicate guest feedback to management and suggest improvements for service delivery.
Administrative Duties:
- Maintain accurate records of guest interactions and preferences.
- Prepare and update guest information, ensuring compliance with data protection policies.
- Assist in compiling daily reports for management as needed.
Requirements:
- Previous experience in guest relations, customer service, or front-of-house role (hospitality experience preferred).
- Hospitality Diploma preferred
- Experience in Cloud-based property management systems.
