Guest Liaison

SmartRecruiters, Inc.; Cape Town; On-site; ZAR 134,000 - 201,000; Full time

Job summary

Accor is seeking a Guest Liaison in Cape Town. You will manage guest check-in/check-out, handle requests round-the-clock, and represent the brand with proactive, anticipative service both in person and through calls and emails.

The role blends Front Office and Food & Beverage responsibilities, requiring multitasking, service excellence, and a guest-first attitude. Join a globally renowned hospitality group with Accor standards.

Qualifications

• Proficiency in English including written and verbal communication.
• Outstanding communication and interpersonal skills.
• Experience in hospitality front desk operations is advantageous.

Responsibilities

• Welcome guests with a warm, personalized greeting.
• Assist guests from check-in to check-out and handle requests 24/7.
• Coordinate with Food & Beverage outlets and Reservations when needed.
• Maintain accurate guest billing and payments and process invoices.
• Provide information about the hotel, Cape Town and local attractions.
• Promote and explain ACCOR ALL LOYALTY program to guests.

Skills

Proficiency in English

Communication

Customer service

Tools

Opera Cloud

Office Suite

Midas

Job description

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

About Fairmont Hotels & Resorts:

At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. We know that to offer our guests the best, we first need to offer our employees the best. That is why you'll find exceptional work opportunities-throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific-as well as industry-leading training, career development, recognition and rewards, Fairmont Hotels & Resorts is a celebrated collection of hotels that included landmark locations like London's The Savoy, New York's The Plaza and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment: we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job Description

Scope of Position:

AstheGuest Liaison, you willbe responsible forchecking guest in and out of the hotel,as well as treating all in house guests’ requests 24 hours a day, 7 days a week,in order toensure their stay becomes a memorable moment. TheGuest Liaisonis an ambassador for our hotel and for our Brand, where the engaging and anticipative service you providein person,over the telephone and emailswill make our guests feel valued and reflect the exceptional hotel experience to come.

Main Responsibilities:

This is a multi-skilled role incorporating both Front Office and Food and Beverage Duties in line withthe businessdemands.

You will have the ability to multi-task while under pressure and have a proactive personality in this busyhandsonrole.

Welcomesguests andfosterscustomer loyaltythoughhis/her friendly manner.

Ensuring thateach and everyguest has been offered the ACCOR ALL LOYALTY programin accordance withHotel Standards.

Handles and resolves any guest complaints.

Provides guests with a single point of contact throughout their stay.

Based in the lobby and ready toassistat any stage of the guests stay, from check in to check out andallrequiredin between.

The role includes Checking and Checking out Guestin compliance with internal procedures.

Working in the Food and Beverage outlets including Breakfast, Bar, Lunch and Dinnerifrequired

Support the Reservations Team Member when needed.

Support the Back Office Experts when needed.

Preparing guest arrivals for the following day whererequired.

Ensuring a briefoverview is given to guests of HotelFacilities.

To manage guest billing and accounts.

Tofacilitate payments at check-in and check-out.

Preparing forguestcheck-out.

PreparingCity Ledgers.

Performing Foreign Exchange Transactionsif operationallyrequired.

Performingpaid-outs and cash advancesif operationallyrequired.

Providing Tax Invoices if and when required.

Facilitating guest courier and receiving parcels on guest behalfin the absence of Concierge.

Handling all guests monetary related needs and issues.

Supply guests with information about the hotel, Cape Town and surrounds and any othergeneral questionsthey might have.

Booking of Restaurants andonlineServices such as TableMountainand Robben Island Tickets.

Passes oninformation as necessary to other departments (floor staff, technical etc.) and to other members of the Guest Services Team.

Ensures that allguestsdocumentation is up-to-date and available to support Back Office Expert.

Levels of accountability:

Reports directly to the Assistant Front Office Manager and in his/her absence the Front Office Manageris responsible forthe department.

Following up on daily tasks such as Payment Query accounts, preparing traces and alerts for future bookings.

Financial: Satisfied Shareholders:

Checking the billing instructions for in-house guest room accounts against correspondence or vouchers and assuring complete accuracy on guest bill and following instructions accordingly

Charging of sundry expenses such as Paid-Outs, Tours and Transfers, Laundry charges, guest stationery charges, service fees, last minute mini-bar consumptions

Checking dockets from the spa and all other F&B outlets and ensuring that it corresponds with the account on the system.Ensuring that all guest Laundry is posted on their accounts and balanced back to the prelist.

Manual processing of payments for accommodation, incidentals, couriering

Be business orientated in keeping expenses low and promoting profits in all aspects of yourjob.

Managing Wastage atReception Desk

Being able to do fraud checks when taking payment on credit cards as well asidentifyingnotes that are fraudulent.

Ensuring all void transactions are recorded with a full explanation and handed in with your daily banking.

Assistingguest withplacing holding deposits on room accounts Adapters, Towelsect.

Promoting all revenue outlets of the hotel

Customer Relations:

Provides a friendly andpersonalizedwelcome for guests.

Offers an attentive service to guests, adapting to each guest’s specific requirements.

Heeds any remarks made by guests and ensures follow-up.

Conveysthe image of the hotel and the hotel brandon and off duty.

Processes: Effective Front Office Processes

Co-ordinate agent and guest requests on all channels of communication.

Assistin trainingnew staff.

Ensure that youassistinfacilitatingguest courier according to guestrequestin the absence of Concierge.

Co-ordinate luggage collection from rooms while guests check out.

Obtaining authorization on credit cards of guests who have checked in and cancelling them on departure.

Adjustingentriesguests may query after consultation with the manager on duty.

Learning and Growth: Motivated and Prepared Workforce:

Attend Front Office meetings andMeetings related tofinancialaspects in Role.

Ability to improve communication skills.

Ability to improve technical skills.

Ability to receive feedback.

Hygiene / Personal safety / Environment:

Ensures that the workplaceremainsclean and tidy and the safety of consumable goods by always respecting HACCP regulations.

Respects instructions and safety guidelines for the equipment used.

Applies thehotelssecurity regulations (in case of fire etc.)

Respects the hotel commitments to the “Environment Charter” (saving energy, recycling, sorting waste etc

Qualifications

Job Requirements and Qualifications:

Proficiencyin the English including written and verbalcommunication.

Outstanding communication and interpersonal skills

Experienced in Property Management Systems, i.e. Opera Cloud, Office Suite (Word,Exceland PowerPoint) and Midas

Previousexperience would beadvantageous.

Developing and nurturing interpersonal relationships (with guests,suppliersand colleagues alike)

Experience in the hospitality and tourism industry preferable.

Excellent organizational and planning skills.

Team player.

Have the ability towork under pressure.

Enjoy anticipating and exceeding guest expectations.

Self-Motivator.

Basic reservations knowledge will beadvantageous.

Good general knowledge of the Front Office Department.

Additional Information

EMPLOYMENT EQUITY

We as a company are committed to diversity and inclusion. Our Employment Equity Plan and Targets will be considered during the recruitment process. We welcome applications from individuals with disabilities and diverse backgrounds.