Franschhoek: Guest Relations Officer | La Residence posted by HotelJobs

About the Role

La Residence is seeking an exceptional Guest Relations Officer to join our team in Franschhoek. As the face of our hotel, you will be responsible for ensuring our guests feel welcome and that their needs are met throughout their stay. We are committed to delivering a complete experience and perfect stay, and we need someone who shares our passion and values.

Key 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 Guest profiles, 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. (and ensuring they are handled timeously and accurately)
• Manage 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.

Requirements

• At least 2 years experience in a 5* Hotel environment
• At least 2 years experience in a Front Desk role
• Degree or Diploma in Hospitality Management
• Knowledge of Property Management system Opera at Operator Level
• Computer literate with working knowledge of Microsoft Office Word, Excel, PowerPoint and Outlook
• Excellent written and verbal communication skills
• Proven job reliability, diligence, dedication and attention to detail
• Ability to multitask with excellent time-management
• Ability to work under pressure with strong admin skills
• Ability to take initiative and make judgement calls
• Ability to take the initiative and be a leader
• Flexible and willing to work shifts
• Good cultural fit for The Royal Portfolio

Qualifications

• South African citizenship (advantageous)
• Valid work permit required if not in possession of a South African ID document
• Must undergo a pre-employment polygraph test as a condition of employment

Salary & Benefits

• Salary will be discussed during the interview process.