Guest Relations Officer

Placements24; Queenstown; On-site; NZD 42,000 - 60,000; Full time

Benefits offered by this job

Accommodation options

Staff meals

Career advancement opportunities

Job summary

Placements24 is recruiting on behalf of a well-regarded hotel in Queenstown for a Guest Relations Officer. The role is on-site, full-time, focusing on delivering outstanding guest experiences from arrival to departure.

You will be the main point of contact, addressing needs, resolving issues and ensuring guests feel valued. The ideal candidate has strong communication, friendly demeanor, and ability to upsell services while maintaining hotel standards.

Qualifications

• Previous experience in customer service or guest relations role, preferably in the hotel industry.
• Excellent communication, interpersonal, and active listening skills.
• Proficiency in using hotel management systems (PMS) is an advantage.
• Ability to handle stressful situations and resolve conflicts effectively.
• A professional and friendly disposition.
• Knowledge of the Queenstown area and its attractions is beneficial.
• Strong organizational skills and attention to detail.
• Ability to work flexible hours, including weekends and public holidays.
• Fluency in English; additional languages are a plus.

Responsibilities

• Welcome guests and assist with check-in and check-out processes.
• Respond to guest inquiries and requests promptly and efficiently.
• Resolve guest complaints and issues with professionalism and empathy.
• Provide information about hotel services, facilities, and local attractions.
• Proactively engage with guests to enhance their stay and identify opportunities for upselling.
• Maintain guest records and ensure accurate information is updated in the system.
• Collaborate with other hotel departments to ensure guest needs are met.
• Conduct pre-arrival and post-departure communication with guests.
• Monitor online reviews and assist in reputation management.
• Ensure adherence to hotel standards and procedures.

Skills

Communication skills

Interpersonal skills

Active listening

Hospitality experience

Tools

PMS (hotel management system)

Job description

About the Role

Our client, a well-regarded hotel in Queenstown, Eastern Cape, is looking for an engaging and customer-focused Guest Relations Officer. This full-time position is based on-site and is crucial for ensuring an outstanding guest experience from arrival to departure. The Guest Relations Officer will be the primary point of contact for guests, addressing their needs, resolving issues, and proactively enhancing their stay. The ideal candidate possesses excellent communication and interpersonal skills, a warm and professional demeanor, and a genuine passion for hospitality. You will play a key role in maintaining the hotel's reputation for excellent service and guest satisfaction within Queenstown and the broader Eastern Cape tourism landscape. This role is perfect for someone who thrives on making personal connections and ensuring every guest feels valued and well-cared for.

Key Responsibilities

• Welcome guests and assist with check-in and check-out processes.
• Respond to guest inquiries and requests promptly and efficiently.
• Resolve guest complaints and issues with professionalism and empathy.
• Provide information about hotel services, facilities, and local attractions.
• Proactively engage with guests to enhance their stay and identify opportunities for upselling.
• Maintain guest records and ensure accurate information is updated in the system.
• Collaborate with other hotel departments to ensure guest needs are met.
• Conduct pre-arrival and post-departure communication with guests.
• Monitor online reviews and assist in reputation management.
• Ensure adherence to hotel standards and procedures.

Requirements

• Previous experience in a customer service or guest relations role, preferably in the hotel industry.
• Excellent communication, interpersonal, and active listening skills.
• Proficiency in using hotel management systems (PMS) is an advantage.
• Ability to handle stressful situations and resolve conflicts effectively.
• A professional and friendly disposition.
• Knowledge of the Queenstown area and its attractions is beneficial.
• Strong organizational skills and attention to detail.
• Ability to work flexible hours, including weekends and public holidays.
• Fluency in English; additional languages are a plus.

Benefits

• Our client offers a competitive salary and benefits package, including accommodation options, staff meals, and opportunities for career advancement within the hotel.
• You will work in a friendly and supportive environment in the scenic Eastern Cape.