Cape Town Region: Guest Relations Officer – 4* Cpt posted by Karen Tupper Recruitment

About the Role

A well-established four-star hotel in Cape Town is seeking a professional, personable, and service-driven Guest Relations Officer to join its Front Office team. The successful candidate will be at the forefront of the guest experience, acting as a key ambassador of the hotel and ensuring that every guest receives warm, personalised, and memorable service from arrival through departure and beyond.

Key Responsibilities

• Ensure the effective implementation of hotel guest relations and customer service standards.
• Personally welcome and attend to all VIP guests on arrival, with daily follow-ups throughout their stay.
• Prepare and coordinate VIP amenities, gifting, and special occasion recognitions.
• Plan, coordinate, and assist with guest activities, airline bookings and reconfirmations, restaurant reservations, and personalised itineraries.
• Assist with individual and group check-ins and check-outs in a professional, efficient, and courteous manner.
• Maintain a consistently high standard of personal service across guest-facing and public areas in line with four-star hospitality standards.
• Maintain and update detailed guest profiles, preferences, and feedback.
• Support the Sales & Marketing team by promoting hotel facilities, conducting site inspections, and hosting prospective clients.
• Ensure effective communication between Front Office and all operational departments.
• Handle reservations during after-hours or in the absence of the Reservations department.
• Stay informed of hospitality industry trends and proactively recommend improvements to front desk operations.
• Assist with the induction and training of new staff members and hospitality students.
• Perform additional duties as required by the Front Office Manager or Rooms Division Manager.

Requirements

Minimum of 2 years’ experience in the hotel industry in a similar role. Working knowledge of Opera (Front Office and Cashiering functions) is advantageous. Excellent proficiency in Microsoft Office. Strong communication skills with fluency in English (additional languages advantageous). High level of emotional intelligence, professionalism, and personal presentation. Natural customer orientation with charm, sophistication, and attention to detail. Ability to work shifts, weekends, public holidays, and occasional overtime.

Qualifications

Minimum Grade 12 (Matric).

Salary & Benefits

Not applicable.