Hotel Guest Relations Officer

JOB TITLE - Guest Relations Officer

REPORTS TO - Front-office Manager

DUTIES &RESPONSIBILITES

· Assist the Front-office & Duty Managers with processing of reception procedure, using the appropriate systems

· Maintain a good relationship with guests & creates a good impression of the hotel

· Maintain the appearance of the Front-Office department with regards to tidiness

· Safekeeping of correspondence, dockets & registration details in accordance with company policy & procedures

· Ensure that all company policies, procedures & standard operating processes are adhered to

· Ensure accuracy in work output

· Record, process & file information pertaining to guests accurately

· Allocate rooms in such as to facilitate good relationships between reception & housekeeping

· Receive guests in a well-mannered, polite, friendly & efficient manner

· Ensure that necessary information is collected from guest by means of Registration card/forms & that information gathered is input on the property management system

· Ensure that excellent customer service is delivered at all times

· Ensure safety of guests & attend to issues promptly

· Assist & log all incoming calls relating to guest requests & complaints

· Maintains a clear line of communication with the guest regarding their requests & complaints

· Escalate unresolved guest requests or complaints

· Ensure that guests are billed correctly in accordance with the procedures of the property

· Maintain highest standard of hygiene within the property

· Any other duties that may be required

CORE COMPETENCIES

· Clear communication skills - written & verbal

· Excellent attention to detail, initiative & interpersonal skills

· Excellent organisational skills

· Presentable, well-spoken & professional individual

· High guest centric approach to ensure overall customer service

· Be able to work independently

· Able to work shifts

Job Types: Full-time, Permanent

Experience:

• Hospitality: 1 year (Required)
• Hotel Reception: 1 year (Required)
• Guest Relations: 1 year (Required)

Work Location: In person

Information :

• Company : Victoria & Alfred Hotel
• Position : Hotel Guest Relations Officer
• Location : Cape Town, Western Cape
• Country : ZA