Guest Relations Officer - Stellenbosch

HotelJobs; Stellenbosch; On-site; ZAR 180,000 - 260,000; Full time

Job summary

HotelJobs is seeking a Guest Relations Officer for a 5* estate near Stellenbosch to ensure a seamless guest experience from arrival to departure in line with hotel policies.

You will welcome guests, manage check-in/out, coordinate with departments, and assist with bookings, tours and transfers, creating memorable itineraries while maintaining high service standards.

Qualifications

• Excellent interpersonal and communication abilities.
• Strong customer service orientation with excellent people skills.
• Must be proficient in English, both written and spoken.

Responsibilities

• Welcome and introduce guests.
• Check-in and check-out guests.
• Pass guest information to relevant departments.
• Assist guests with bookings, tours and transfers, and create itineraries.
• Ensure guest information and rates are accurate.
• Coordinate with restaurant, spa, housekeeping and other teams as needed.
• Update guest profiles in Protel.
• Report maintenance concerns to the duty manager.
• Assist with lodge bookings and messages.

Skills

Excellent interpersonal skills

Strong customer service orientation

Great administration skills

English proficiency

Education

Grade 12

Hospitality Certificate/Diploma

Tools

Protel

Job description

5* Estate close to Stellenbosch is looking for a 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 guests and assists fellow colleagues from different departments if need be.

Duties

• Welcome and introduce 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
• Assist reservations with lodge guests' bookings, and messages
• Assist Spa, Housekeeping and onsite restaurant
• 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

Requirements

• Required: 2 Night audit duties per month
• Grade 12
• Hospitality Certificate / Diploma
• At least 2 years' experience in a similar role in at a 5* property
• Very strong computer and great administration skills
• Passionate about the hospitality industry
• Excellent interpersonal- & communication skills, written and verbal in English
• 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