Guest Services Officer - German Speaking

Cullinan Holdings; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

Join a dynamic Guest Services Team at an exciting opportunity where you will be the first point of contact for guests arriving in South Africa. This role is perfect for someone who thrives in customer service, is passionate about the country, and is ready to provide a first-class experience. You will engage with guests, ensuring they feel welcomed and informed about their journey. With responsibilities ranging from assisting with travel arrangements to handling guest inquiries, you will play a crucial role in making their stay memorable. If you have excellent communication skills in both English and German, and a commitment to guest satisfaction, this position is ideal for you.

Qualifications

• Grade 12 and German language proficiency at Level B2 are essential.
• Experience in a guest contact position is required.

Responsibilities

• Prepare for guest services and provide assistance according to company standards.
• Respond immediately to guest needs and report any incidents.

Skills

Customer Service Skills

Knowledge of South Africa as a Holiday Destination

Active Listening

Tactful Communication

Basic Office Equipment Operation

Computer Literacy

English Language Skills

German Language Skills

Strong Communication Skills

Effective Decision-Making

Education

Grade 12

German Language Skill Level B2

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

An exciting opportunity has become available for a German speaking Guest Services Officer to join our Guest Services Team!

The position is based at the OR Tambo International Airport. As the Guest Services Officer, you ensure that our guests start their journey to South Africa with a First Class experience!

You are ready to welcome guests to our beautiful country, and whether they have been to South Africa before or if it is their first time, make them feel like they have come home.

Airports can present their challenges, but you are there to take care of getting our guests from point A to point B without any of the hassles.

You will engage in face-to-face conversations with guests and discuss their journey ahead, securing them the knowledge that they understand their itinerary arrangements, and that any questions or concerns raised will be answered swiftly.

Even when guests have departed the airport.

You are on call when life's mishaps occur, visiting guests in the hospital or at their hotel to offer comfort and reassurance.

No matter the situation, you are there to lend a helping hand.

Responsibilities

1. Preparation prior to the guest service including ETA of arrival, flight/transport, documentation, guide contract, group monies/porterage, and onward travel arrangements, i.e. transfer services.
2. Take up position and provide guest service in accordance with our company standards, guidelines, policy, and procedure.
3. Assist departing guests/groups with VAT refunds prior to check-out and then to security thereafter.
4. Immediate response to any guests where Guest Services representation is required.
5. Accurate and immediate reports after the service has been completed.
6. Immediately inform management of any incidents or serious issues that could affect our guests or customers.
7. Give report/feedback on guest complaints and effectively and timeously resolve any issues.
8. Assist with other projects and responsibilities that may not be mentioned above, but which may be reasonably required by the operations.
9. Close relationships with all our tour guides and suppliers to result in excellent customer and guest service.

Requirements

Qualifications:

Grade 12 German Language Skill of Level B2 (not negotiable)

Experience:

Experience in a guest contact position

Skills:

1. Proven customer service skills to interact appropriately with guests in a considerate, professional, and positive manner
2. Knowledgeable about South Africa as a holiday destination
3. Actively listens and extends assistance to guests
4. Ability to communicate tactfully with guests, colleagues, and department heads
5. Ability to operate basic office equipment, including telephones and computers.
6. Computer literacy, working experience with Microsoft Outlook, Word, and Excel
7. Excellent English and German language skills.
8. Strong communication, conversational and organizational skills
9. Effective decision-making abilities

Attributes:

1. Friendly and engaging
2. Passionate about South Africa
3. Committed
4. Strong guest satisfaction and service disposition
5. People-person
6. Always maintaining a high level of professional appearance and demeanor
7. Team Player

Other requirements:

1. Must live within 15 minutes drive to OR Tambo International Airport
2. Must have own reliable vehicle
3. Must be able to work varied hours, over weekends and public holidays