Job Description

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 Be familiar with the hotel and resort facilities, promotions and activities

Co-ordinated Guest Activities

Attend promptly to customers' enquiries and assist them with co-ordinating activities during their stay including: + Restaurant reservations
+ Game drives
+ Transport
+ Sporting and entertainment activities
+ Any other activity as is relevant to business unit facilities
- Liaise with suppliers in co-ordinating guest activities
- Provide feedback to guests with regards confirmation of arrangements of leisure activities or any challenges experienced
Assist with answering the telephone at the concierge desk and porte cochere Handle guest complaints, and escalate when required. Log the day's activities in a logbook to ensure that the next person on duty is familiar with everything that needs extra attention. Be present in the hotel lobby and maintain proper decorum at all times. Escort guests to their rooms and explain hotel facilities 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

Education

Grade 12

Experience

2 years experience in a customer service environment, preferably in a hotel environment

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 Knowledge of an additional language (relevant to market) is an advantage

Skills and Knowledge

Dealing with Customers (including managing conflict) Problem solving Developing relationships Checking Collecting information Verbally informing Team Player Presentable, courteous individual

Equity

Preference will be given to employees from designated groups in line with the provisions of the Employment Equity Act, No 55 of 1998 (and any amendments thereto), the relevant internal recruitment policy as well as unit's employment equity plans