Guest Experience Specialist - Front Desk & Service

Fancourt; George; On-site; ZAR 120,000 - 180,000; Full time

Job summary

Fancourt is looking for a Guest Relations Officer in George to deliver outstanding guest experiences and uphold The Leading Hotels of the World's standards. You will manage guest needs, coordinate with Reservations and Front Office, and maintain detailed guest profiles throughout their stay.

Ideal candidates bring at least 2 years in a Front of House role, strong communication skills, and a genuine passion for hospitality. Willingness to work shifts, weekends and holidays is essential.

Qualifications

• Grade 12 or equivalent.
• Minimum 2 years experience in a Front of House environment.
• Working knowledge of hotel management software and MS Office.
• Excellent communication and interpersonal skills.
• Genuine passion for hospitality and delivering exceptional guest service.
• The drive to continuously learn, develop and improve.
• A Hotel Management or Tourism Diploma will be advantageous, as will experience working with Guest Connect and SAP.

Responsibilities

• Ensuring that guest needs and requests are attended to efficiently, courteously and professionally from arrival through to departure and throughout their stay.
• Liaising closely with Reservations and Front Office to ensure accurate and up-to-date information on arrivals, departures and guest requirements.
• Maintaining and continuously updating guest profiles with relevant information gathered during their stay.
• Monitoring and following up on GuestRevu feedback received after departure.
• Investigating guest concerns with the relevant Department Managers and ensuring that appropriate, timely responses are provided.
• Building positive relationships with guests and anticipating their needs to enhance their overall experience at Fancourt.

Skills

Front of House experience

Communication skills

Hospitality passion

Willingness to learn

Education

Grade 12

Hotel Management or Tourism Diploma

Tools

Guest Connect

SAP

MS Office

Job description

Fancourt is looking for a Guest Relations Officer in George to deliver outstanding guest experiences and uphold The Leading Hotels of the World's standards. You will manage guest needs, coordinate with Reservations and Front Office, and maintain detailed guest profiles throughout their stay.

Ideal candidates bring at least 2 years in a Front of House role, strong communication skills, and a genuine passion for hospitality. Willingness to work shifts, weekends and holidays is essential.