Guest Relations Officer stellenbosch - Cape Town, South Africa - HotelJobs

HotelJobs

Verified Company

Cape Town, South Africa

4 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

We are seeking a Guest Relations Officer for a 5-Star Wine Estate in Stellenbosch

Responsibilities:

Provide upscale guest service experiences for clients throughout their stay
Ensure clients are properly greeted upon their arrival
Monitor daily bookings and ensure assigned rooms are prepared prior to checkin
Coordinate luggage collection and storage
Oversee checkin and checkout procedures, including reservations and financial transactions
Promptly address guests' requests, like inroom dining
Actively listen to and resolve complaints
Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
Inform clients of our hotel services, including breakfast and dining options
Promote all hotel amenities, conveniences and programs offered
Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
Appraise team's performance and produce regular reports
Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience
Examine daily duties, assign tasks and check on progress
Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
Recommend local tourist spots, including places to dine, shop and sightsee
Establish friendly relationships with regular hotel clients

Qualifications:

Proven work experience as a Guest Relations Officer, or similar role
Understanding of all hotel practices and relevant laws
Handson experience with Hotel software (PMS)
Proficiency in English; knowledge of other languages is a plus
Customer service drive with outstanding communication and active listening skills
Excellent problemsolving and multitasking skills
Leadership skills along with the ability to motivate a team into high performance
Ability to work flexible hours
Strong sense of responsibility and a professional presentation
Degree/Highest Qualification in Hospitality Management, Tourism, Business Administration or relevant field