Guest Relations Officer

Phoenix Recruitment; Stellenbosch; On-site; ZAR 180,000 - 240,000; Full time

Job summary

5* Estate near Stellenbosch is seeking a Guest Relations Officer to ensure guests have a seamless experience from arrival to departure. You will welcome guests, handle check-ins/outs and coordinate with Spa, Restaurant, Housekeeping and Reservations to meet guests' needs.

The role requires Grade 12, hospitality qualification, strong English, excellent interpersonal skills, and solid computer and Protel/DinePlan abilities.

Qualifications

• Grade 12 and hospitality qualification are required.
• Excellent interpersonal and communication skills are essential.
• Protel and DinePlan experience is preferred.
• Strong computer and administration skills are needed.

Responsibilities

• Welcome and check-in/check-out guests.
• Pass guest information to departments as required.
• Assist guests with bookings, tours and transfers and build itineraries.
• Maintain accurate guest information and rates in the system.
• Liaise with Indochine restaurant and other departments when needed.
• Update guest profiles in Protel and handle maintenance concerns with the manager on duty.
• Prepare welcome letters and registrations cards.
• Assist with reservations, Spa, Housekeeping and Restaurant when required.
• Assist lunch and dinner bookings on DinePlan.
• Hand over with the Night Auditor and manage transfers.

Skills

Interpersonal skills

Excellent communication

Customer service orientation

Strong English

Computer literacy

Protel knowledge

DinePlan knowledge

Education

Grade 12

Hospitality certificate/diploma

Tools

Protel

DinePlan

Job description

5* Estate close to Stellenbosch is looking for a Guest Relations Officer who will be responsible for ensuring that the guest's experience from arrival to departure is seamless in accordance with all policies and procedures. The Guest Relations Officer serves the needs of guests and assists fellow colleagues from different departments if need be.
Duties:
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 Indochine restaurant when needed.
Update guests' profiles on Protel.
Report to the manager on duty regarding any related maintenance concerns.
Prepare welcome letters and registrations cards.
Manage:

• Day sheet - guests itinerary document.
• Guests' daily Call log.
• Calls and guest concerns.

Assist reservations with lodge guests' bookings, and messages.
Assist Spa, Housekeeping and Restaurant when required.
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:
Grade 12
Hospitality Certificate/Diploma.
At least 2-3 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 (in person and telephonic).
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.
Punctual & self-disciplined.
Extreme attention to detail.
Pro-Active and a team player.
Reliable transport to and back from work

Guest Relations Officer Stellenbosch, Western Cape, ZA