Guest Relations Specialist

Placements24; Gauteng; Hybrid; ZAR 180,000 - 280,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work

Career growth

Medical aid

Supportive team

Job summary

Placements24 in South Africa invites a Guest Relations Specialist to elevate guest experiences at our Tembisa establishment. You will be the main contact for guests, ensuring needs are met promptly both on-site and remotely for follow-ups and admin.

You will collaborate with housekeeping, F&B and maintenance to fulfil requests, handle feedback from reviews and surveys, and contribute to loyalty and positive ratings through personalized service.

Qualifications

• Experience in customer service or guest relations within the hospitality industry.
• Excellent interpersonal and communication skills, with a friendly and approachable demeanor.
• Strong problem-solving abilities and the capacity to remain calm under pressure.
• Familiarity with hotel operations and booking systems.
• Ability to manage tasks both independently (remotely) and as part of an on-site team.

Responsibilities

• Proactively engage with guests to understand their needs and preferences, ensuring a memorable stay.
• Address and resolve guest complaints and concerns efficiently and empathetically, turning potentially negative situations into positive outcomes.
• Coordinate with various departments (e.g., housekeeping, F&B, maintenance) to fulfill guest requests and ensure timely service delivery.
• Manage guest feedback channels, including online reviews and internal surveys, and implement improvements based on insights.
• Conduct regular check-ins with guests during their stay to ensure satisfaction and identify any emerging issues.
• Assist with the planning and execution of special events or personalized guest experiences.

Skills

Customer service

Interpersonal skills

Communication

Problem solving

Hotel ops

Booking systems

Job description

About the Role

Our client is seeking a dedicated Guest Relations Specialist to enhance the guest experience at their Tembisa-based establishment. You will be the primary point of contact for guests, ensuring their needs are met promptly and efficiently. This hybrid role combines essential on-site presence for direct guest interaction with remote responsibilities for follow-up and administrative tasks. You will play a crucial role in building guest loyalty and ensuring positive reviews by providing personalized service and resolving issues with professionalism and care. This position is ideal for an individual passionate about service excellence in the hospitality sector.

Key Responsibilities

• Proactively engage with guests to understand their needs and preferences, ensuring a memorable stay.
• Address and resolve guest complaints and concerns efficiently and empathetically, turning potentially negative situations into positive outcomes.
• Coordinate with various departments (e.g., housekeeping, F&B, maintenance) to fulfill guest requests and ensure timely service delivery.
• Manage guest feedback channels, including online reviews and internal surveys, and implement improvements based on insights.
• Conduct regular check-ins with guests during their stay to ensure satisfaction and identify any emerging issues.
• Assist with the planning and execution of special events or personalized guest experiences.

Requirements

• Proven experience in customer service or guest relations within the hospitality industry.
• Excellent interpersonal and communication skills , with a friendly and approachable demeanor.
• Strong problem-solving abilities and the capacity to remain calm under pressure.
• Familiarity with hotel operations and booking systems.
• Ability to manage tasks both independently (remotely) and as part of an on-site team.
• A passion for delivering exceptional service and creating positive guest experiences.

Benefits

• Competitive salary and potential for performance-based incentives.
• Hybrid work model offering a balance between remote flexibility and on-site engagement.
• Opportunities for career advancement within the hospitality sector.
• Comprehensive benefits package, including medical aid.
• A supportive team environment focused on guest satisfaction and professional growth.