Guest Relations Officer

Placements24; Benoni; Hybrid; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Competitive salary

Service charge potential

Hybrid work

Professional development

Staff meals

Discounts on services

Career advancement

Job summary

Placements24 is seeking a Guest Relations Officer for a well-regarded Benoni hotel in Gauteng, focusing on anticipating guest needs, resolving issues, and delivering memorable experiences while engaging with guests on-site and in a hybrid work model.

You will be the ambassador of the hotel's service standards, coordinating with Front Desk, Housekeeping and F&B, maintaining CRM profiles, and welcoming VIP guests.

Qualifications

• Minimum 2 years in guest relations, front desk or hospitality customer service.
• Excellent communication, interpersonal and problem-solving skills.
• Empathy and efficiency in handling guest complaints.
• Proficient with hotel reservation systems and CRM software.
• Ability to balance onsite guest interaction with remote administrative tasks.

Responsibilities

• Serve as the primary contact for guests and address inquiries promptly.
• Proactively identify guest needs to enhance their stay.
• Manage guest feedback, complaints and service recovery.
• Coordinate with Front Desk, Housekeeping and F&B to fulfill requests.
• Welcome VIP guests and arrange special accommodations.
• Maintain guest profiles and preferences in the CRM.
• Assist in organizing and executing special guest events or amenities.
• Gather guest feedback via surveys and direct interaction to identify improvements.
• Communicate with guests via in-person, phone and email.
• Foster a positive, welcoming hotel atmosphere in Benoni.

Skills

Excellent communication

Interpersonal skills

Problem-solving

Organizational skills

Customer service

Empathy

Tools

CRM software

Hotel reservation system

Job description

About the Role

Our client is a well-regarded hotel in **Benoni**, Gauteng, committed to providing an exceptional guest experience. We are seeking a dedicated and personable Guest Relations Officer to enhance guest satisfaction and ensure a seamless stay. This role involves anticipating guest needs, resolving issues proactively, and creating memorable interactions. The position offers a hybrid work model, allowing for flexibility while maintaining a strong presence on-site to engage with guests. You will be a key ambassador for the hotel, embodying its values and service standards. The ideal candidate is articulate, empathetic, and possesses a genuine passion for hospitality and guest care within the **Benoni** community.

Key Responsibilities

• Serve as the primary point of contact for guests, addressing inquiries and concerns promptly.
• Proactively identify and anticipate guest needs to enhance their stay.
• Manage guest feedback, complaints, and service recovery efforts effectively.
• Coordinate with various hotel departments (e.g., Front Desk, Housekeeping, F&B) to fulfill guest requests.
• Welcome VIP guests and ensure special arrangements are in place.
• Maintain guest profiles and preferences in the CRM system.
• Assist in organizing and executing special guest events or amenities.
• Gather guest feedback through surveys and direct interaction to identify areas for improvement.
• Communicate effectively with guests through various channels, including in-person, phone, and email.
• Contribute to fostering a positive and welcoming atmosphere at the hotel in **Benoni**.

Requirements

• Minimum 2 years of experience in guest relations, front desk, or a customer service role in hospitality.
• Excellent communication, interpersonal, and problem-solving skills.
• Adept at handling guest complaints with empathy and efficiency.
• Proficiency in hotel reservation systems and CRM software.
• Ability to work effectively in a hybrid environment, balancing on-site guest interaction with remote administrative tasks.
• Strong organizational skills and attention to detail.
• Professional appearance and a positive, approachable attitude.
• Flexibility to work various shifts, including weekends and public holidays as needed for the **Benoni** hotel.
• Fluency in English and at least one other local language is advantageous.
• A passion for delivering outstanding customer service.

Benefits

• Competitive salary and potential for service charge distribution.
• Hybrid work arrangement for improved work-life balance.
• Opportunities for professional development and training.
• Staff meals and discounts on hotel services.
• Be part of a dedicated and guest-focused team in **Benoni**.
• Potential for career advancement within the hotel.