Guest Relations Officer

The Capital Hotels, Apartments & Resorts; Johannesburg; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading hospitality company in Johannesburg is seeking a Guest Relations Officer to oversee all guest services. Candidates should have a Hospitality Management qualification, experience in guest relations, and excellent customer service skills. The role involves maximizing revenue across various hotel services and requires an individual who is proactive and able to work well under pressure.

Qualifications

• Matric qualification required.
• Previous Guest Relations experience essential.
• Ability to remain calm under pressure.

Responsibilities

• Supervise and control all guest services.
• Maximise and grow accommodation, conference, and food and beverage revenues.
• Perform general Front Office duties.

Skills

Customer service driven

Outstanding communication

Active listening skills

Hands-on problem-solving

Interpersonal skills

Leadership skills

Education

Hospitality Management Qualification or similar

Tools

HMS system (Protel advantageous)

Job description

Overview

The Capital Hotels stands for equal opportunity while transforming the Hospitality Industry into a modern aspirational industry once again. We believe that the industry is broken and needs to reinvent the image of service and hospitality. We are achieving this through our incredible staff culture. Our dedicated staff believe in offering the highest level of guest service to our guests while maintaining their dignity and integrity. Our staff are our everything!

WHY WORK FOR US? Our staff love coming to work as they feel respected, appreciated, heard, successful and secure. Imagine a company where managers don’t manage managers, we are all simply doers. Making decisions in regard to our best employees also comes fast, where we recognise talent and reward it quickly through promotions. We don’t need to or want to wait for approval. We recruit on experience but promote on values — the core of which is rigor, disciplined thought and disciplined

Description

The Guest Relations Officer is responsible for the supervision and control of all guest services and administration of all Guest Service-related tasks, including maximising and growing production and utilisation in terms of accommodation revenues, conference revenues and Food and Beverage revenue to achieve forecasts. Since this position forms part of the Rooms Division Department, general Front Office duties is part of the job.

Minimum Requirements

• Matric
• Hospitality Management Qualification or similar
• Previous Guest Relations experience essential
• Relevant Hospitality Management qualification is advantageous
• Hands-on problem-solving approach and the ability to remain calm under pressure
• Experience with an HMS system (Protel advantageous)
• Customer service driven with outstanding communication and active listening skills
• Friendly, courteous and service-orientated
• Ability to work as part of a team, as well as independently
• Effective communication with members of staff as well as guests of the hotel
• Honest and trustworthy beyond approach
• Great attention to detail
• Presentable/Professional appearance and well spoken
• Team player who leads by example
• Proactive in approach
• Interpersonal skills
• Leadership skills

Please note that relocation costs will be at your own expense should your application be successful and you reside outside of the city where the Hotel is located.