Guest Relations Officer (GRO)

Bepsoke Appointments; Sandton; On-site; ZAR 50 000 - 200 000; Full time

Job summary

An established industry player is seeking a personable and professional Guest Relations Officer to enhance guest experiences. In this dynamic role, you will be the primary contact for guests, ensuring they receive exceptional service throughout their stay. Your responsibilities will include welcoming guests, addressing inquiries, and coordinating with various departments to maintain high hospitality standards. If you are passionate about customer service and eager to create memorable experiences, this opportunity is perfect for you. Join a team dedicated to excellence in guest relations and make a significant impact on guest satisfaction.

Qualifications

• Experience in guest relations or customer service is essential.
• Hospitality Diploma is preferred for this role.

Responsibilities

• Greet guests and ensure a warm check-in experience.
• Respond to inquiries and resolve issues to exceed expectations.
• Coordinate with teams to ensure room readiness and service quality.

Skills

Customer Service

Communication Skills

Problem-Solving

Relationship Building

Education

Hospitality Diploma

Tools

Cloud-based Property Management Systems

Job description

Job Description : Guest Relations Officer

Position Type : Full-Time / Shift Work

Overview :

We seek a personable, professional, and customer-focused Guest Relations Officer to join our team. In this role, you will act as the primary point of contact for guests, ensuring they have a memorable and seamless stay. You will provide exceptional service, address guest inquiries, and collaborate with other departments to maintain the highest standards of hospitality.

Key Responsibilities : Guest Services :

• Greet and welcome guests upon arrival, ensuring a warm and personalized check-in experience.
• Respond to guest inquiries, requests, and complaints promptly and efficiently, resolving issues to exceed expectations.
• Offer detailed information about the aparthotel's facilities, services, and nearby attractions.
• Anticipate guest needs and proactively provide solutions to enhance their stay.

Operational Support :

• Coordinate with housekeeping, maintenance, and front desk teams to ensure rooms are prepared and issues promptly addressed.
• Maintain an up-to-date understanding of reservation systems and assist with bookings and cancellations.
• Process guest check-ins, check-outs, and payments efficiently using the property management system.

Communication and Relationship Building :

• Build strong relationships with guests to encourage repeat stays and positive reviews.
• Handle special requests, such as arranging transportation, dining reservations, or personalized experiences.
• Communicate guest feedback to management and suggest improvements for service delivery.

Administrative Duties :

• Maintain accurate records of guest interactions and preferences.
• Prepare and update guest information, ensuring compliance with data protection policies.
• Assist in compiling daily reports for management as needed.

Requirements :

• Previous experience in guest relations, customer service, or front-of-house role (hospitality experience preferred).
• Hospitality Diploma preferred
• Experience in Cloud-based property management systems.