Guest Relations Consultant

MORE Collection; Skukuza Rest Camp; On-site; ZAR 180,000 - 260,000; Full time

Job summary

MORE Collection in Mpumalanga is seeking a dedicated Guest Relations professional to deliver personalised, professional, and efficient reception and guest services throughout the stay. You will be the primary contact for guests, coordinating arrivals, departures, and guest needs with a focus on the MORE experience in a luxury lodge setting.

Responsibilities include greeting guests, handling check-in/check-out, conveying information about services, and collaborating with housekeeping,

Qualifications

• Experience in luxury guest service environments.
• Proficient with PANstrat and MS Office.
• Strong communication and interpersonal skills.
• Knowledge of guest arrival, stay and departure processes.

Responsibilities

• Perform Reception duties and guest interactions at all touchpoints.
• Obtain reservation information prior to arrival and follow up on arrival details.
• Meet and greet guests, manage check-in/check-out and guest amenities.
• Provide information about services, accommodations and facilities.
• Coordinate with Housekeeping, Maintenance and other departments to ensure seamless stays.
• Update guest database daily and complete day sheets and billing where required.

Skills

Guest focus

Communication

Team player

Time management

Proactive

Attention to detail

Ubuntu spirit

Tools

PANstrat

MS Office

Job description

ROLE PURPOSE

To deliver exceptional guest experiences by providing personalised, professional, and efficient guest relations and reception services throughout the guest journey. The Guest Relations role serves as a key contact point for guests, ensuring seamless arrivals and departures, effective communication across departments, accurate administration, and proactive service that reflects the MORE brand values while contributing to operational excellence and guest satisfaction.

ROLE PURPOSE

To deliver exceptional guest experiences by providing personalised, professional, and efficient guest relations and reception services throughout the guest journey. The Guest Relations role serves as a key contact point for guests, ensuring seamless arrivals and departures, effective communication across departments, accurate administration, and proactive service that reflects the MORE brand values while contributing to operational excellence and guest satisfaction.

KEY FOCUS AREAS

Scope of work

• Perform the Reception functions related to all guest touch points, including guest interaction, hosting duties and administrative tasks.
• Obtain all required reservation information prior to arrival, following up on arrival details on the day.
• Meet and greet guests, perform the guest arrival experience including all amenities, welcome and check-in.
• Perform the guest departure experience, including payment of the account and obtaining keys where applicable, check out, lunch packs, and farewell.
• Offer guests information regarding all services, accommodation and facilities.
• Ensure ultimate guest relations in the lodge, ensuring that the personal attention level is maintained.
• Be present for the hosting of meals when required.
• Conduct periodic room checks and checks of the guest areas, ensuring that Housekeeping standards are maintained.
• Track Maintenance issues and communicate with the Maintenance department to ensure a swift follow up.
• Ensure that the guest database is updated daily.
• Perform administrative functions as directed and required, including completing and updating the day sheet, ensuring that pending transactions and outstanding balances in PANstrat are cleared on the day, correct billing and invoicing, Reception reports, etc.

Communication

• Effectively communicate reservation information and guest preferences/dietary requirements to all departments prior to arrival and throughout the stay.
• Communicate effectively within the company and property as well as with third parties (such as staff at the park gates, tour operators and travel agents, transfer companies, etc.).
• Liaise with the guests, guides and management on guest activities and interests.
• Send information on multi-property guests timeously.
• Complete a written handover when going on leave and conduct a formal handover on return.

General Service and Guest Care

• Collect all information available on guests prior to arrival.
• Collect guest information while speaking to guests; inform the Supervisor/Head of Department and Management to record and act on guest preferences.
• Report all guest complaints to your Supervisor/Head of Department and Management immediately.

Professional Attire

• Ensure that your uniform is clean when on duty and that you are wearing your name badge.
• Ensure that you are dressed properly and maintain a high standard of personal hygiene.

Requirements, Qualifications & Skills

Knowledge

• Sound knowledge of the applicable property/company procedures for the department.
• Sound knowledge of MS Office Suite and PANstrat.
• Experience with the highest level of customer service in a luxury environment.
• Knowledge on the operation of in-room equipment and appliances.
• Knowledge of all MORE properties and all activities offered.
• Knowledge of all departments/operations of your property.

Skills

• Excellent attention to detail, excellent hygiene principles.
• Guest focus philosophy, living the MORE brand and the MORE experience.
• Good communication skills (written and verbal), practicing honest communication.
• Team player with positive attitude, enthusiasm, and emotional control.
• Excellent time management and self-discipline.
• Proactive, use initiative and creative flair when required.
• Committed and loyal, adaptable, and flexible.

MAXIMISING YOUR IMPACT

• Demonstrate respect, care and consideration for others, embracing the spirit of Ubuntu and contributing positively to the team.
• Communicate openly, honestly and professionally, and be willing to both give and receive constructive feedback.
• Take ownership of your responsibilities, honour your commitments and see challenges through to resolution.
• Arrive prepared, organised and focused, consistently delivering work to a high standard with accuracy and attention to detail.
• Look, listen and take action by identifying opportunities to improve experiences, processes and outcomes.
• Proactively support colleagues and step in where help is needed to contribute to collective success.
• Remain adaptable, resilient and solution-oriented, embracing learning and new ways of doing things.
• Live the MORE brand by creating meaningful experiences for guests, colleagues and communities through professionalism, integrity and care.