Guest Relations Officer

Craven Cottage CC; Stellenbosch; On-site; ZAR 270,000 - 380,000; Full time

Job summary

Craven Cottage CC in Stellenbosch is seeking a Guest Relations Coordinator to welcome guests, check in/out, and coordinate with the restaurant, spa and housekeeping teams.

You will update guest profiles on Protel, assist with bookings and itineraries, and ensure information and rates are accurate. A Hospitality Certificate and 2+ years in a similar role are required.

Qualifications

• Hospitality Certificate/Diploma is required.
• At least 2 years experience in a similar role.
• Very strong computer and great administration skills.
• Passionate about the hospitality industry.
• Excellent interpersonal- & communication skills, written and verbal in English.
• Strong customer service orientation with excellent people skills.
• Ability to maintain a professional working relationship with all departments and across cultures and religions.
• Comfortable in dealing with very distinguished clientele.
• Must be well-presented.
• Friendly, helpful and outgoing.
• Natural warmth and friendliness.

Responsibilities

• Welcome and introduce guests.
• Check-in and check-out guests.
• Pass all relevant guest information to departments as required.
• Assist guests with bookings, tours and transfers, build and create guests’ itineraries.
• Ensuring that all guest information and rates are correct.
• Guests’ liaison to all outside guests and assist the restaurant when needed.
• Update guests’ profiles on Protel.
• Report to the manager on duty regarding any related maintenance concerns.
• Assist reservations with lodge guests’ bookings, and messages.
• Assist Spa, Housekeeping and onsite restaurant.
• Assist with lunch and dinner bookings on Dine-plan as required.
• Do a thorough handover with the Night Auditor & early/late shift Guest Relations.
• Ensure all transfers are booked, tracked and charged.
• Required: 2 Night audit duties per month.

Skills

Interpersonal skills

Customer service orientation

English communication

Administration skills

Team coordination across departments

Education

Hospitality Certificate/Diploma

Tools

Protel

Job description

Responsibilities

• Welcome and introduce guests
• Check-in and check-out guests
• Pass all relevant guest information on to various departments as required
• Assist guests with bookings, tours and transfers, build and create guests’ itineraries
• Ensuring that all guest information and rates are correct
• Guests’ liaison to all outside guests and assist the restaurant when needed
• Update guests’ profiles on Protel
• Report to the manager on duty regarding any related maintenance concerns
• Assist reservations with lodge guests’ bookings, and messages
• Assist Spa, Housekeeping and onsite restaurant
• Assist with lunch and dinner bookings on Dine-plan as required
• Do a thorough handover with the Night Auditor & early/late shift Guest Relations
• Ensure all transfers are booked, tracked and charged
• Required: 2 Night audit duties per month

Requirements

• Hospitality Certificate/Diploma
• At least 2 years experience in a similar role
• Very strong computer and great administration skills
• Passionate about the hospitality industry
• Excellent interpersonal- & communication skills, written and verbal in English
• Strong customer service orientation with excellent people skills
• Ability to maintain a professional working relationship with all departments and across cultures and religions
• Comfortable in dealing with very distinguished clientele
• Must be well-presented
• Friendly, helpful and outgoing
• Natural warmth and friendliness