La Residence’s Guest Relations Officer needs to demonstrate the highest level of courteous and efficient service, to ensure our Guests feel welcome and that their needs will be attended to at all times during their stay. They also form strong and lasting relationships with Guests and provide information about additional hotel services and constantly strive “To give our Guests a complete experience and a perfect stay”.

MAIN DUTIES & 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
• Monitoring our booking system, Opera’ and manage the Guest profiles and rely and information to other departments
• Deliver day-day hotel services: wake-up calls, printing newspapers, day sheets, welcome letters, weather cards, bills etc. (and ensuring they are handled timeously and accurately)
• 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 Guest for departure, offering assistance with transport, flight confirmations, boarding passes, luggage packing and wrapping, storage, car cleaning where applicable, breakfast packs, etc.
• Recite, understand, apply and live the Purpose and Value statement.

REQUIREMENTS & QUALIFICATIONS

• Must have at least 2 years’ experience in a 5* Hotel environment.
• Must have at least 2 years’ experience in a Front Desk role.
• Degree or Diploma in Hospitality Management.
• Knowledge of Property Management system at Operator Level; Opera.
• Computer literate with working knowledge of Microsoft Office Word, Excel, PowerPoint and Outlook.
• Demonstrate 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.
• Must be flexible and willing to work shifts.

The ideal candidate for the Guest Relations Officer position is one who can deliver with a passion that inspires their team.

Someone who will live the Purpose and Values of the Company and buy into our culture.

Please note: the final stage of the interview process will be a polygraph test.

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