Guest Relations Officer

SUMMARY:
About: Our Hospitality client is a world-class destination offering culture, cuisine, golf and entertainment.

Position Overview: Our client is a renowned 5-star wine estate. They are looking for an exceptional Guest Relations Officer to ensure their guests have an unforgettable experience from arrival to departure. This is a unique opportunity to work in a luxurious, vineyard-based setting where world-class hospitality and premium wines come together.

POSITION INFO:
Key Responsibilities:

• Provide a warm, welcoming, and personalized experience for all guests, ensuring they receive impeccable service during their visit.
• Assist guests with reservations, special requests, and inquiries, offering tailored recommendations for tours, tastings, and dining experiences.
• Manage guest feedback, resolving any issues or concerns promptly and professionally, ensuring guest satisfaction at all times.
• Coordinate with other departments, including wine tours, housekeeping, and culinary teams, to ensure seamless service delivery.
• Maintain up-to-date knowledge of the estate’s offerings, including wines, events, and seasonal activities, to provide accurate and insightful information to guests.
• Oversee guest check-in and check-out processes, ensuring smooth and efficient operations.
• Assist with VIP guest services, including special arrangements for events, celebrations, and group bookings.
• Support the marketing team with guest surveys, promotions, and assisting in loyalty programs.

• Proven experience in a luxury hotel, resort, or hospitality setting, ideally within the wine or tourism industry.
• Exceptional communication and interpersonal skills, with a natural ability to build rapport with guests.
• Strong organizational skills with a keen eye for detail and a passion for delivering exceptional service.
• A deep appreciation for wine, ideally with knowledge of viticulture and wine tasting.
• Fluent in English; additional languages are a plus.
• Ability to work in a fast-paced, dynamic environment with a positive, solution-oriented attitude.
• Professional appearance and demeanor, aligned with a luxury brand.