Luxury Guest Experience Lead

The Royal Portfolio; Franschhoek; On-site; ZAR 420,000 - 560,000; Full time

Job summary

La Residence in Franschhoek seeks a Senior Guest Relations Officer to deliver the highest standard of service, welcome guests warmly, and anticipate needs to ensure a perfect stay. You will build strong guest relationships and coordinate with all departments to elevate the guest experience.

Requirements include at least 5 years at a front desk, 2 years in a 5-star hotel, a Hospitality degree, Opera PMS knowledge, and strong English communication.

Qualifications

• Must have at least 5 years of experience in a Front Desk role.
• Must have at least 2 years of experience in a 5* Hotel environment.
• Degree or Diploma in Hospitality Management.
• Knowledge of Opera at Operator Level and MS Office Suite.

Responsibilities

• Deal with Guest queries via phone, email and in person and arrange assistance as necessary.
• Provide Guests with information about attractions, facilities, services, and activities in and around Franschhoek & Stellenbosch.
• Prepare for Guests’ arrival a day before the time, making note of any special requests.
• Monitor our booking system, Opera and manage the Guest profiles and relay any information to other departments.
• Deliver day to day hotel services: wake-up calls, printing newspapers, day sheets, welcome letters, weather cards, bills etc.
• Managing reservations for restaurant, tours and transfers.
• Answer and screen all incoming switchboard calls and deal with individual requests, messages and queries from Guests.
• Liaise regularly with agents on Guest experience on property.
• Maintain communication with all other hotel departments.
• Assist with ad hoc duties as requested by colleagues and Management.
• Daily itinerary review to ensure bookings are confirmed, preferences shared with departments and service providers.
• Prepare Guests for departure, offering assistance with transport, flight confirmations, boarding passes, luggage packing and wrapping, storage, car cleaning where applicable, breakfast packs, etc.

Skills

Front desk operations

Customer service excellence

English communication

Leadership

Time management

Multitasking

Attention to detail

Initiative / problem solving

Team collaboration

Education

Degree or Diploma in Hospitality Management

Tools

Opera PMS

Microsoft Office

Job description

La Residence in Franschhoek seeks a Senior Guest Relations Officer to deliver the highest standard of service, welcome guests warmly, and anticipate needs to ensure a perfect stay. You will build strong guest relationships and coordinate with all departments to elevate the guest experience.

Requirements include at least 5 years at a front desk, 2 years in a 5-star hotel, a Hospitality degree, Opera PMS knowledge, and strong English communication.