Guest Relations Officer

SUMMARY:
5* Game Lodge in the Montagu area is looking for a Guest Relations Officer to take responsibility for the smooth and efficient operation of the Welcome Lounge performing all processes and service tasks to the standard of a luxury 5* Lodge.
 
The Guest Relations Officer diligently responds to the requests that are presented by the Guests & Department Managers.
 
This role works closely with the relevant department teams to ensure a coordinated service between Welcome Lounge and the different department teams, and that Welcome Lounge facilities and equipment are maintained in perfect condition and working order.
 
The role also ensures that guests receive exceptional levels of personalised service.

POSITION INFO:
Requirements:

Certificate / Diploma in Hospitality or equivalent
Background in Front of House Service of a luxury hotel / Lodge
At least 2 years of previous experience in hospitality Front of House operations of a luxury 5* hotel / Lodge
Proficient in use of various well-known Property Management systems
Proficient in the application of Up-Sell and Cross-Sell strategies
Proficient user of Microsoft Office software applications
Conversant with specialist terminology
Ability to deal with guest complaints
Ability to anticipate circumstances, conditions and requests and use these scenarios to plan for the future
Ability to anticipate Guest needs and think up creative ways to meet these needs
Ability to correctly communicate detailed information to others
Operates comfortably in an environment of high levels of ambiguity
Ability to recognise safety or security concerns
High degree of confidentiality and protection of sensitive information
Committed to creating environments and systems that enable the delivery of exceptional and personalised services
Displays a sense of urgency and dedication to meeting the needs and wishes of others