Job Description

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