Guest Relations Officer (Hospitality Experience)

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

Job summary

A prominent hospitality establishment is looking for a Guest Relations Officer in Umhlanga Rocks. The successful candidate will be responsible for overseeing guest services and enhancing accommodation and conference revenues. Applicants should possess relevant hospitality qualifications, experience in guest relations, excellent communication skills, and a proactive approach to problem-solving. The role emphasizes teamwork and providing high-quality service, hence a friendly and service-oriented demeanor is crucial.

Qualifications

• Previous Guest Relations experience essential.
• Hands-on problem-solving skills and the ability to remain calm under pressure.
• Experience with HMS systems is advantageous.

Responsibilities

• Supervising all guest services and managing all Guest Service-related tasks.
• Maximizing accommodation revenues, conference revenues, and Food and Beverage revenue.
• Performing general Front Office duties.

Skills

Customer service driven

Communication skills

Interpersonal skills

Problem-solving skills

Attention to detail

Education

Hospitality Management Qualification or similar

Matric

Tools

HMS systems (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 happens quickly, as we recognize talent and reward it through promotions without unnecessary delays. We recruit based on experience but promote based on values — primarily rigor, disciplined thought, and disciplined action.

Description

The Guest Relations Officer is responsible for supervising all guest services and managing all Guest Service-related tasks. This includes maximizing accommodation revenues, conference revenues, and Food and Beverage revenue to meet forecasts. As part of the Rooms Division Department, this role also involves general Front Office duties.

Minimum Requirements:

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

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.