Customer Relations Officer - Hospitality Sector

Placements24; Mossel Bay; On-site; ZAR 83,000 - 124,000; Full time

Benefits offered by this job

Competitive hourly wage

Meals during shifts

Uniform provided

Staff discounts on accommodation and…

Job summary

Placements24 is seeking a Customer Relations Officer for our Mossel Bay luxury hospitality properties. You will warmly greet guests, handle inquiries, resolve complaints promptly, and coordinate with hotel departments to ensure seamless service.

This role requires at least 3 years in guest relations, excellent communication, and the ability to work flexible hours on-site. Fluency in English is essential; PMS software experience is a plus.

Qualifications

• Minimum of 3 years in customer service or guest relations.
• Excellent communication and interpersonal skills.
• Ability to handle difficult situations and resolve guest complaints.
• Proficiency with hotel management software (PMS) is an advantage.
• Must be available to work on-site in Mossel Bay.
• Fluent in English; additional local languages are beneficial.
• Positive attitude, professional appearance and strong work ethic.
• Ability to work flexible hours, including evenings, weekends, and public holidays.

Responsibilities

• Greet and welcome guests in a warm and professional manner.
• Handle guest inquiries, requests, and concerns promptly.
• Investigate and resolve guest complaints, escalating to management when necessary.
• Build rapport with guests, anticipating their needs and offering personalized service.
• Maintain knowledge of hotel services, amenities, local attractions, and events.
• Assist with check-in and check-out processes, ensuring accuracy and efficiency.
• Collect and analyze guest feedback to identify areas for service improvement.
• Coordinate with various hotel departments to ensure seamless service delivery.
• Manage guest loyalty programs and promote repeat business.

Skills

Customer service

Interpersonal skills

Communication

Problem solving

Hospitality knowledge

Flexibility

PMS experience

Tools

PMS software

Job description

Our client, a premier hospitality group operating in the scenic region of Mossel Bay, Western Cape , is seeking an engaging and professional Customer Relations Officer . This role is dedicated to enhancing the guest experience and ensuring the highest standards of service delivery within our luxury establishments. You will be responsible for attending to guest needs, resolving complaints swiftly and effectively, and proactively seeking opportunities to exceed expectations. The ideal candidate has a proven track record in customer service, particularly within the hospitality industry, and possesses excellent interpersonal skills. This is an excellent opportunity to contribute to a renowned brand and build a rewarding career in a vibrant tourist destination. Join our team in Mossel Bay and be instrumental in crafting unforgettable experiences for our guests.

Key Responsibilities

• Greet and welcome guests in a warm and professional manner, providing information and assistance.
• Handle guest inquiries, requests, and concerns promptly and courteously.
• Investigate and resolve guest complaints, escalating to management when necessary, ensuring guest satisfaction.
• Build rapport with guests, anticipating their needs and offering personalized service.
• Maintain knowledge of hotel services, amenities, local attractions, and events.
• Assist with check-in and check-out processes, ensuring accuracy and efficiency.
• Collect and analyze guest feedback to identify areas for service improvement.
• Coordinate with various hotel departments to ensure seamless service delivery.
• Manage guest loyalty programs and promote repeat business.

Requirements

• Minimum of 3 years of experience in customer service or guest relations, preferably in the hospitality industry.
• Excellent communication, interpersonal, and problem-solving skills.
• Adept at handling difficult situations and resolving guest complaints effectively.
• Proficiency in using hotel management software (PMS) is an advantage.
• A positive attitude, professional appearance, and strong work ethic.
• Ability to work flexible hours, including evenings, weekends, and public holidays.
• Must be available to work on-site in Mossel Bay, Western Cape .
• Fluency in English is required; knowledge of other local languages is beneficial.
• Passion for providing exceptional guest service.
• Strong organizational skills and attention to detail.

Benefits

• Competitive hourly wage.
• Opportunities for career advancement within the hospitality group.
• Uniform provided.
• Meals during shifts.
• Staff discounts on accommodation and dining.
• Performance-based incentives.
• Training and development programs.
• Be part of a dynamic and guest-focused team.