Guest Relations Officer

Karen Tupper Recruitment; Wes-Kaap; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Karen Tupper Recruitment is seeking a hospitality professional to manage guest reception and admin tasks at a premier property in the Wes-Kaap region. The role involves check-in/out, guest communications, and coordinating with spa, restaurant, and housekeeping teams.

Candidates should have hospitality certification and solid computer skills, with experience using Protel and delivering exceptional guest service in a diverse setting.

Qualifications

• 2-3 years experience in a similar role.
• Hospitality-focused education is required.
• Proficiency with hotel management software preferred.

Responsibilities

• Welcome and introduce the property and spa to guests.
• Check-in and check-out guests.
• Pass guest information to departments as required.
• Assist guests with bookings, tours and transfers; create itineraries.
• Ensure guest information and rates are accurate.
• Coordinate with restaurant and other departments as needed.
• Update guest profiles on Protel.
• Report maintenance concerns to the manager on duty.
• Prepare welcome letters and registration cards.
• Manage day sheet, guest call log, and concerns.
• Assist reservations with lodge bookings and messages.
• Help Spa, Housekeeping and Restaurant when required.
• Assist with lunch and dinner bookings on Dine-plan.
• Hand over with Night Auditor & shifts.
• Ensure transfers are booked, tracked and charged.
• Do two night audit duties per month.

Skills

Interpersonal skills

Communication skills

Customer service

Attention to detail

Education

Hospitality certificate/diploma

Tools

Protel

Job description

RESPONSIBILITIES:

• Welcome and introduce the property and spa to 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;
• 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:

• SA Citizen
• 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