Guest Relations Officer

The Capital Hotels, Apartments & Resorts; Umhlanga Rocks; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A modern hospitality company in Umhlanga Rocks is seeking a Guest Relations Officer to oversee guest services and administration tasks. The ideal candidate must have a hospitality management qualification and previous experience in guest relations. Strong leadership and customer service skills are essential. The company emphasizes rapid decision-making and a supportive work culture.

Qualifications

• Previous Guest Relations experience essential.
• Customer service driven with outstanding communication skills.
• Must possess a hands-on problem-solving approach.

Responsibilities

• Supervising and controlling all guest services.
• Maximising accommodation and conference revenues.
• Administration of all Guest Service-related tasks.

Skills

Customer service driven

Active listening skills

Leadership skills

Hands-on problem-solving

Interpersonal skills

Education

Hospitality Management Qualification or similar

Matric

Tools

HMS system (Protel)

Job description

The Capital Hotels stands for equal opportunity while transforming the Hospitality Industry into a modern aspirational industry once again. We believe that the industry is broken and needs to reinvent the image of service and hospitality. We are achieving this through our incredible staff culture. Our dedicated staff believe in offering the highest level of guest service to our guests while maintaining their dignity and integrity. Our staff are our everything!

WHY WORK FOR US?

Our staff love coming to work as they feel respected, appreciated, heard, successful, and secure. Imagine a company where managers don’t manage managers; we are all simply doers.

Making decisions regarding our best employees also comes quickly, where we recognise talent and reward it promptly through promotions. We don’t need to or want to wait for approval. We recruit based on experience but promote on values — the core of which is rigor, disciplined thought, and discipline.

Description

The Guest Relations Officer is responsible for supervising and controlling all guest services and administration of all Guest Service-related tasks, including maximising and growing production and utilisation in terms of accommodation revenues, conference revenues, and Food and Beverage revenue to achieve forecasts. Since this position is part of the Rooms Division Department, general Front Office duties are included.

Minimum Requirements:

• Matric
• Hospitality Management Qualification or similar
• Previous Guest Relations experience essential
• Relevant Hospitality Management qualification is advantageous
• Hands-on problem-solving approach and the ability to remain calm under pressure
• Experience with an HMS system (Protel advantageous)
• Customer service driven with outstanding communication and active listening skills
• Friendly, courteous, and service-oriented
• Ability to work as part of a team, as well as independently
• Effective communication with staff and guests
• Honest and trustworthy beyond approach
• Great attention to detail
• Presentable, professional appearance, and well-spoken
• Team player who leads by example
• Proactive approach
• Interpersonal skills
• Leadership skills

Please note that relocation costs will be your own expense if your application is successful and you reside outside the city where the hotel is located.