Guest Relations Officer

Placements24; Mossel Bay; On-site; ZAR 180,000 - 280,000; Full time

Benefits offered by this job

Health insurance contribution

Staff meals provided

Uniform provided

Discounted accommodation and dining

Team environment

Job summary

Placements24 currently seeks a Guest Relations Officer for a luxurious coastal hotel in Mossel Bay, Western Cape. You will be the primary contact for guests, handling inquiries, addressing needs, and ensuring memorable stays with a personalized service approach.

Ideal candidates possess strong interpersonal skills, a professional demeanor, and the ability to work in a fast-paced, guest-centric environment, delivering exceptional customer experiences throughout their stay.

Qualifications

• Diploma or degree in Hospitality Management, Tourism, or related field preferred.
• Previous guest-facing experience in hospitality (front desk or customer service).
• Excellent communication and active listening skills.
• PMS proficiency and standard office software know-how.

Responsibilities

• Welcome guests and assist with check-in/check-out.
• Provide information on hotel services, amenities, and local attractions.
• Respond promptly to guest inquiries and concerns.
• Resolve complaints professionally to ensure guest satisfaction.
• Build rapport with guests and offer personalized recommendations.
• Maintain guest records in the PMS.
• Coordinate with housekeeping, maintenance, and F&B to fulfill requests.
• Organize restaurant reservations or tours for guests.
• Conduct guest satisfaction checks and follow up on issues.
• Contribute to a warm, welcoming hotel atmosphere.

Skills

Excellent communication

Active listening

Customer service

Problem solving

Education

Diploma or degree in Hospitality Management

Tools

Property Management System (PMS)

Office software

Job description

About the Role

Our client, a luxurious coastal hotel, is seeking a dedicated and personable Guest Relations Officer to join their esteemed hospitality team in Mossel Bay, Western Cape. This crucial role focuses on ensuring every guest enjoys a memorable and comfortable stay by providing personalized service and addressing their needs proactively. The ideal candidate will possess exceptional interpersonal skills, a keen eye for detail, and a genuine passion for delivering outstanding customer service. You will be the primary point of contact for guests, handling inquiries, resolving issues, and anticipating requirements to enhance their overall experience. This position requires a professional demeanor, excellent communication abilities, and the capacity to work effectively within a fast-paced, guest-centric environment. Your contribution will be vital in upholding the hotel's reputation for quality and guest satisfaction, making each visitor feel valued and well-cared for throughout their stay.

Key Responsibilities

• Welcome guests warmly and assist with check-in and check-out processes.
• Provide guests with information about hotel services, amenities, and local attractions.
• Respond promptly and courteously to guest inquiries, requests, and concerns.
• Resolve guest complaints and issues efficiently and professionally, ensuring guest satisfaction.
• Build rapport with guests, anticipating their needs and offering personalized recommendations.
• Maintain guest records and update information in the Property Management System (PMS).
• Coordinate with various hotel departments (e.g., housekeeping, maintenance, F&B) to fulfill guest requests.
• Assist in organizing special arrangements or events for guests, such as restaurant reservations or tour bookings.
• Conduct regular guest satisfaction checks and follow up on any outstanding issues.
• Contribute to a positive and welcoming atmosphere within the hotel.

Requirements

• A diploma or degree in Hospitality Management, Tourism, or a related field is preferred.
• Previous experience in a guest-facing role within the hospitality industry, such as front desk or customer service.
• Excellent communication and active listening skills.
• Strong problem-solving abilities and a calm demeanor under pressure.
• Proficiency in using Property Management Systems (PMS) and standard office software.
• A professional appearance and positive attitude.
• Ability to work flexible shifts, including weekends and holidays.
• Fluency in English; proficiency in other languages is an advantage.
• A genuine passion for service excellence and guest satisfaction.
• Attention to detail and strong organizational skills.

Benefits

• Competitive annual salary of R .
• Opportunities for professional growth and development.
• Staff meals provided during shifts.
• Uniform provided.
• Discounted accommodation and dining at the hotel and sister properties.
• A supportive and collaborative team environment.
• The chance to work in a beautiful tourist destination.
• Health insurance contribution.