Guest Relations Officer

cticc; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

CTICC in Cape Town is seeking a Guest Relations Officer to welcome visitors, answer inquiries and support a superior guest experience on site. You will handle requests, resolve issues diplomatically and maintain the public spaces to CTICC standards.

Key duties include managing front desk interactions, basic cashier tasks when required, and ensuring health and safety compliance while upholding CTICC brand guidelines. Shift work and teamwork are essential.

Qualifications

• Matric or equivalent (NQF Level 4)
• Higher Certificate in Hospitality / Tourism / Events Management / Office Management / Guest Relations / Reception would be advantageous
• At least 2 years Front Desk experience preferably in the hospitality industry
• Computer Literacy

Responsibilities

• Welcoming visitors in a friendly and professional way
• Enhancing on-the-telephone engagement experience
• Providing information about facilities, programs and other services
• Address visitor complaints and escalate to Supervisor when needed
• Ensure compliance with health, safety and quality standards
• Maintain a log of all lost and found queries at the Customer Services desk
• Ensure branding and placements of items in public spaces align to CTICC brand and health and safety regulations
• Validate parking tickets as requested per SOP
• Attend to visitors’ requests, complaints and enquiries efficiently
• Anticipate guest needs and respond to enquiries promptly
• Maintain knowledge of client manuals to elevate service levels

Skills

English proficiency

Telephone etiquette

Customer centric

Communication skills

Professional demeanor

Accountability

Cultural awareness

Team player

Education

Matric or equivalent (NQF Level 4)

Higher Certificate in Hospitality / Tourism / Events Management / Office Management / Guest Relations / Reception

Job description

The main purpose of this position:

To establish and maintain good relations between CTICC and its visitors to enhance guest experience, ensuring that expectations are exceeded.

Reporting to the:

Senior Guest Relations Officer

Key responsibilities will include but are not limited to:

1. Reception & Switchboard Duties:

• Welcoming visitors in a friendly and professional way

• Enhancing the on-telephone engagement experience

• Providing information about facilities, programs and other services

• Address visitor complaints and escape to Supervisor when needed

• Ensure compliance with health, safety and quality standards

• Maintain a log of all lost and found queries being presented at the Customer Services desk

• Ensure that all aspects in terms of the flower arrangements, branding and placements of items in public spaces are aligned to CTICC brand as well as health and safety regulations

• Validate parking tickets as and when requested, in accordance with the validation standard operating procedure

2. Satisfied Customers:

• Welcome and interact with visitors in a friendly, yet professional manner always

• Attend to, and handle visitors’ requests, complaints and enquiries in an efficient and timely manner

• Anticipate guest needs and handle enquiries in a helpful and attentive manner

• Must remain abreast of the latest updates to the client manuals, to enhance service levels to clients regarding all aspects relating to the facility, events, services and general information queries

3. Problem Solving and Dispute Handling

• Attend to all disputes directly and show understanding, diplomacy and discretion

• Serious disputes or emotionally charged visitors must immediately be referred to the Senior Guest Relations Officer or Parking and Logistics Manager or the responsible Department Manager

• Make recommendations and implement necessary changes to meet and exceed client service objectives

4. Public Spaces Aesthetics

• Neat and clean public areas and facilities (e.g., ablution areas) by monitoring compliance with cleaning SOP’s and health and safety regulations to ensure that the interior as well as the guest receiving external areas are clean and well maintained

• Ensure compliance with health and quality standards

• Co-ordinate with cleaning company for always keeping public areas clean and neat

• Monitor and report any identified challenges with informational & electronic directional signage to the relevant department

5. Administrative Duties:

• Maintain Visitor Comments Book

• Ensure that stationery is available at the reception desk at all times

• Give proper and complete handover to the next shift

• Perform basic cashier activities as and when required

Minimum qualifications and experience:

• Matric or equivalent (NQF Level 4)

• Higher Certificate (NQF Level 5)in Hospitality / Tourism / Events Management / Office Management / Guest Relations / Reception would be advantageous

• At least 2 years Front Desk experience preferably in the hospitality industry

• Computer Literacy

Skills and Attributes:

• Proficiency in English (knowledge of additional languages is a plus)

• Telephone Etiquette

• Customer centric with good listening skills

• Demonstrable effective communication skills; well organized and behaves in a professional manner

• Accountability

• Cultural Awareness

• Good communication abilities

• Must be able to work shifts - days, evenings, weekends and holidays

• Team players and able to motivate others to deliver quality services to client

The CTICC is committed to Employment Equity and take the approved EE Plan into account during the recruitment process. Remuneration will be discussed with the successful candidate.

For more information on the Cape Town International Convention Centre please visit: www.cticc.co.za