Guest Services Officer - German Speaking

Cullinan Holdings Limited; Johannesburg; On-site; ZAR 15 000 - 25 000; Full time

Job summary

An exciting opportunity awaits as a Guest Services Officer at a leading airport. This role is perfect for those passionate about providing exceptional service to guests arriving in South Africa. You will play a crucial part in ensuring a seamless experience, from welcoming guests to assisting with their needs during their stay. With a focus on effective communication and relationship building, you will help create memorable experiences that highlight the beauty of South Africa. Join a dedicated team and make a significant impact on travelers' journeys!

Qualifications

• Experience in a guest contact role with proven customer service skills.
• Strong organizational and decision-making skills required.

Responsibilities

• Manage guest services including transport and documentation.
• Resolve guest complaints effectively and promptly.

Skills

German language skills (Level B2)

Customer service skills

Active listening

Effective communication

Organizational skills

Decision-making skills

Education

Grade 12 qualification

Tools

Microsoft Office (Outlook, Word, Excel)

Job description

Guest Services Officer - German Speaking

An exciting opportunity has become available for a German-speaking Guest Services Officer to join our Guest Services Team at OR Tambo International Airport. As a Guest Services Officer, you ensure that our guests start their journey to South Africa with a First Class experience!

You will welcome guests to our beautiful country, making them feel at home whether it is their first visit or a return trip. Your role involves handling the challenges of airports by ensuring smooth transportation and providing face-to-face assistance, including explaining itineraries, answering questions, and addressing concerns swiftly.

Even after guests have departed, you remain available to assist, visiting guests in hospitals or hotels to offer comfort and reassurance. You are committed to helping in all situations.

The responsibilities of the Guest Services Officer include, but are not limited to:

1. Preparing for guest services, including managing ETA of arrivals, flights, transport, documentation, guide contracts, group monies, porterage, and onward travel arrangements.
2. Providing guest service in line with company standards, guidelines, policies, and procedures.
3. Assisting guests with VAT refunds before check-out and security procedures.
4. Responding promptly to guests requiring Guest Services support.
5. Reporting and resolving guest complaints effectively and promptly.
6. Assisting with additional projects and responsibilities as required.
7. Building close relationships with tour guides and suppliers to ensure excellent customer service.

Requirements

• Grade 12 qualification.
• German language skills at Level B2 (non-negotiable).
• Experience in a guest contact role.
• Proven customer service skills and knowledge about South Africa as a holiday destination.
• Active listening and assistance skills.
• Effective communication with guests, colleagues, and management.
• Proficiency with basic office equipment and Microsoft Office (Outlook, Word, Excel).
• Excellent English and German language skills.
• Strong organizational and decision-making skills.
• Friendly, engaging, and passionate about South Africa.
• Professional appearance and demeanor.
• Team-oriented attitude.

Additional Requirements

• Residence within 15 minutes of OR Tambo International Airport.
• Own reliable vehicle.
• Availability to work varied hours, including weekends and public holidays.