Guest Relations Officer (Hospitality Experience)

The Capital; Umhlanga Rocks; On-site; ZAR 150,000 - 210,000; Full time

Job summary

The Capital Hotels in KwaZulu-Natal, Umhlanga Rocks, invites applications for a Guest Relations Officer. The role supervises all guest services and related admin, driving occupancy, conference, and F&B revenue to meet forecasts. As part of Rooms Division, it includes Front Office duties. The team emphasizes dignity, integrity, and guest service from staff at all levels. Matric and a hospitality qualification are preferred; Protel HMS experience is a plus.

Qualifications

• Matric is required.
• Hospitality Management qualification is advantageous.
• Previous Guest Relations experience is essential.
• Hands-on problem-solving approach and ability to remain calm under pressure.

Responsibilities

• Supervise and control all guest services and administration.
• Maximise and grow revenues from accommodation, conferences and F&B.
• Handle Front Office duties as part of Rooms Division.

Skills

Guest relations

Customer service

Team player

Problem solving

Communication

Education

Matric

Hospitality Management qualification

Tools

Protel HMS

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

Description

The Guest Relations Officer is responsible for the supervision and control of 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 forms part of the Rooms Division Department, general Front Office duties is part of the job.

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-orientated
• Ability to work as part of a team, as well as independently
• Effective communication with members of staff as well as Guests of the Hotel
• Honest and trustworthy beyond approach
• Great attention to detail
• Presentable/Professional appearance and well spoken
• Team Player who leads by example
• Proactive in approach
• Interpersonal skills
• Leadership skills

Please note that relocation costs will be for your own expense should your application be successful and you reside outside of the city where the Hotel is located.