Guest Relations Officer

Placements24; Sandton; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary and bonuses

Staff discounts and perks

Career advancement opportunities

Hybrid work model

Job summary

Placements24 seeks a dedicated Guest Relations Officer to join a hospitality team in Sandton. The role blends on-site guest interaction with remote administrative tasks to elevate guest experiences.

You will welcome guests, address inquiries, resolve issues, and coordinate with hotel departments to ensure personalized service and satisfaction. This hybrid position emphasizes proactive guest care and brand ambassadorsh ip.

Qualifications

• Minimum 2 years of guest relations, front desk, or similar customer-facing role in hospitality.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency with PMS and standard office software.
• Ability to balance on-site guest engagements with remote administrative tasks.
• Polished professional appearance and demeanor.
• High school diploma or equivalent; hospitality education is a plus.

Responsibilities

• Welcome guests and provide information about services and local attractions.
• Handle guest requests, concerns, and complaints promptly and professionally.
• Build and maintain positive relationships with guests throughout their stay.
• Coordinate with hotel departments to fulfill guest needs.
• Assist with check-in/check-out as needed.
• Implement guest satisfaction initiatives and collect feedback.
• Maintain guest records and preferences for personalized service.
• Conduct pre-arrival and post-departure follow-ups with guests.
• Manage guest relations databases remotely.
• Contribute to development of guest service standards and procedures.

Skills

Communication

Interpersonal skills

Problem solving

PMS familiarity

Office software

Organization

Attention to detail

Customer service

Hospitality knowledge

Education

High school diploma

Hospitality education (preferred)

Tools

PMS

Office software

Job description

About the Role

Our client is seeking a dedicated and customer-focused Guest Relations Officer to join their hospitality team in the bustling area of Sandton . This hybrid role involves direct guest interaction on-site, coupled with remote administrative tasks to enhance the overall guest experience. You will be responsible for ensuring guests feel welcomed and well-cared for throughout their stay, addressing inquiries, resolving issues, and facilitating personalized services. The ideal candidate possesses excellent communication skills, a deep understanding of guest expectations in the hospitality sector, and a proactive approach to problem-solving. This position offers a rewarding opportunity to be a key ambassador for the brand, contributing significantly to guest satisfaction and loyalty. The hybrid nature allows for strategic planning and follow-ups remotely, while maintaining crucial face-to-face guest engagement.

Key Responsibilities

• Welcome guests and provide information about hotel services and local attractions.
• Handle guest requests, concerns, and complaints efficiently and professionally.
• Build and maintain positive relationships with guests throughout their stay.
• Coordinate with various hotel departments to fulfill guest needs.
• Assist with check-in and check-out processes as needed.
• Implement guest satisfaction initiatives and feedback collection.
• Maintain guest records and preferences for personalized service.
• Conduct pre-arrival and post-departure follow-ups with guests.
• Manage and update guest relations databases remotely.
• Contribute to the development of guest service standards and procedures.

Requirements

• Minimum of 2 years of experience in guest relations, front desk, or a similar customer-facing role in hospitality.
• Excellent communication, interpersonal, and problem-solving skills.
• Adept at handling diverse guest needs and resolving issues effectively.
• Proficiency in hotel management systems (PMS) and standard office software.
• Ability to adapt to a hybrid work model, balancing on-site interactions and remote duties.
• Polished and professional appearance and demeanor.
• Strong organizational skills and attention to detail.
• A genuine passion for service excellence and guest satisfaction.
• High school diploma or equivalent; further education in hospitality is a plus.
• Flexibility to work varying shifts, including weekends.

Benefits

• Competitive salary and potential for performance bonuses.
• Opportunities for career advancement in a growing hospitality group.
• Staff discounts and perks.
• Exposure to a dynamic and upscale hospitality environment.
• A role focused on creating exceptional guest experiences.