Guest Relations Officer needed Asap: APPLY HERE
Victoria & Alfred Waterfront, Western Cape
Scope and General Purpose:
The Silo Guest Relations Officer needs to demonstrate the highest level of courteous and efficient service, to ensure 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.
Main Duties and Responsibilities:
To embody and live The Royal Portfolio’s Purpose & Values and to instil this within the culture of The Silo.
Provide guests with information about attractions, facilities, services, and activities around Cape Town.
Arrange events, excursions, transportation etc. upon request from our guests.
To ensure that all standards and procedures are fully known and followed.
Stay current and up to date with all hotel services as well as daily VIP requests and special events.
Dealing with Guest queries and arrange assistance where necessary.
Ability to work accurately under pressure.
Ability to take initiative and make judgement calls regarding complaints.
Constant monitoring of Opera and Guest profiling to ensure the team are updating required information; nationalities, address, remarks, preferences.
Ensuring day-to-day guest services such as wake-up calls, room service etc.; all handled timeously and accurately.
Operate a system called Dineplan to make and update all outlets dining reservations. To capture guest details correctly and ensure confirmations are sent.
Answer and screen all incoming calls and deal with individual requests, messages and queries from Guests.
Assist with ad hoc duties as requested by colleagues and Management if within reason and a person’s capabilities.
Requirements & Qualifications for this position:
Diploma in Hospitality Management will be given preference
1 years’ experience in Guest Relations / Guests Service experience in a 5* Environment
A strong grasp of operational systems (Micros POS and Opera) and computer literacy in Microsoft Excel, Word, Powerpoint, Outlook
Strong organizational skills and ability to multitask
Presentable and well-groomed
Top knowledge of The Silo, our guest and of Cape Town and surrounding areas
Ability to work long hours, day and night, including weekends and holidays
Very strong ability to communicate; read and write in English is essential; additional languages are a plus
Exceptional attention to detail, hardworking and a passion for people and hospitality
A passion to learn, teach and drive improvement in employees
International experience in a similar environment and travelling experience will be advantageous
Own transport a plus