Guest Relations Officer (Fixed Term) DELAIRE GRAFF LODGES & SPA

Delaire (Pty) Ltd; Stellenbosch; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Delaire Graff Estate in Stellenbosch seeks a Fixed Term Guest Relations Officer to ensure a seamless guest journey from arrival to departure. You will welcome guests, assist with bookings, and coordinate with Spa, Housekeeping and restaurant teams.

The role requires hospitality experience, strong communication skills, and a client‑facing mindset to service a distinguished clientele, with attention to detail and a proactive, team‑oriented approach.

Qualifications

• Hospitality certificate or diploma required.
• 2–3 years experience in a similar role.
• Strong computer and administration skills.
• Excellent interpersonal and English communication skills.
• Able to work with diverse clientele and cultures.
• Punctual, self-disciplined and a team player.

Responsibilities

• Greet and orient guests, introducing Delaire Graff Lodges and Spa.
• Check-in and check-out guests.
• Share guest information with other departments as needed.
• Assist with bookings, tours, transfers, and guest itineraries.
• Update guest profiles in Protel.
• Support reservations, Spa, Housekeeping, and Indochine with requests.
• Coordinate lunch/dinner bookings on Dine-plan.
• Handover with Night Auditor and shift transitions.
• Ensure transfers are booked, tracked and charged.
• Perform two night audit duties per month.

Skills

Interpersonal skills

Communication skills

Customer service

Pro-active

Team player

Attention to detail

Education

Hospitality Certificate/Diploma

Tools

Protel

Job description

We are looking for a Fixed Term 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 our guests and assists fellow colleagues from different departments if need be.

RESPONSIBILITIES:

• Welcome and introduce Delaire Graff Lodges 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 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 Indochine 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:

• 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

Delaire Graff Estate is an equal opportunity employer.