Guest Relations Officer

Wild Dreams Hospitality; Stellenbosch; On-site; ZAR 201,000 - 290,000; Full time

Benefits offered by this job

Fixed-term contract

Job summary

Wild Dreams Hospitality is seeking a detail-driven front-of-house professional to guide guests from arrival to departure while offering support across the lodge, spa and restaurant. You will manage check-ins, guest communications, and tailor itineraries for high-end guests.

The role requires a hospitality qualification and 2–3 years in guest relations or front office, with strong English, computer skills, and a warm, punctual, team-oriented approach.

Qualifications

• Hospitality qualification with 2–3 years in guest relations or front office.
• Strong written and verbal English, in person and over the phone.
• Well-presented, warm, and confident when engaging discerning guests.
• Reliable transport to and from work and punctual attendance.

Responsibilities

• Welcome guests and introduce them to the lodge and spa.
• Check guests in and out and update guest profiles in the PMS.
• Pass guest information to relevant departments and coordinate needs.
• Assist guests with bookings, tours and transfers; tailor itineraries.
• Manage daily itinerary day sheet, guest call log, and guest concerns.
• Liaise with restaurant, spa and housekeeping as required; support night audit handovers.

Skills

Hospitality experience

Computer literacy

Attention to detail

Excellent English

Customer service

Punctuality

Team player

Education

Hospitality certificate/diploma

Tools

Property Management System

Job description

This role suits a detail-driven front-of-house professional who can guide guests smoothly from arrival to departure, while stepping in to support colleagues across the lodge, spa and restaurant as needed.

Core Criteria:

• Hospitality certificate or diploma 2 to 3 years experience in a similar guest relations or front office role
• Strong computer literacy and excellent administrative skills
• Excellent written and verbal English, in person and telephonic
• Comfortable engaging with high-end, discerning guests
• Well-presented, friendly, and naturally warm
• Punctual, self-disciplined, and extremely detail-oriented
• Proactive team player who works respectfully with all departments, across cultures and beliefs
• Reliable transport to and from work

Core Responsibilities:

• Welcome guests and introduce them to the lodge and spa
• Check guests in and out
• Pass guest information on to the relevant departments
• Assist guests with bookings, tours and transfers, and build tailored itineraries
• Ensure guest information and rates are accurate
• Update guest profiles on the property management system
• Prepare welcome letters and registration cards
• Manage the daily itinerary day sheet, guest call log, calls and guest concerns
• Act as liaison for outside guests and support the restaurant when needed
• Assist reservations with lodge bookings and messages
• Assist with lunch and dinner bookings on the dining reservation system
• Ensure all transfers are booked, tracked and charged
• Support the spa and housekeeping teams when required
• Report maintenance concerns to the manager on duty
• Complete thorough handovers with the night auditor and early or late shift guest relations team
• Cover two night audit shifts per month

On Offer:

• Fixed-term contract