Guest Relations Officer (GRO)

SUMMARY:
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POSITION INFO:

Job Description: Guest Relations Officer
Location: Aparthotel group in Sandton
Position Type: Full-Time/Shift Work

Overview:

We seek a personable, professional, and customer-focused Guest Relations Officer to join our team. In this role, you will act as the primary point of contact for guests, ensuring they have a memorable and seamless stay. You will provide exceptional service, address guest inquiries, and collaborate with other departments to maintain the highest standards of hospitality.

Key Responsibilities: Guest Services:

• Greet and welcome guests upon arrival, ensuring a warm and personalized check-in experience.
• Respond to guest inquiries, requests, and complaints promptly and efficiently, resolving issues to exceed expectations.
• Offer detailed information about the aparthotel's facilities, services, and nearby attractions.
• Anticipate guest needs and proactively provide solutions to enhance their stay.

Operational Support:

• Coordinate with housekeeping, maintenance, and front desk teams to ensure rooms are prepared and issues promptly addressed.
• Maintain an up-to-date understanding of reservation systems and assist with bookings and cancellations.
• Process guest check-ins, check-outs, and payments efficiently using the property management system.

Communication and Relationship Building:

• Build strong relationships with guests to encourage repeat stays and positive reviews.
• Handle special requests, such as arranging transportation, dining reservations, or personalized experiences.
• Communicate guest feedback to management and suggest improvements for service delivery.

Administrative Duties:

• Maintain accurate records of guest interactions and preferences.
• Prepare and update guest information, ensuring compliance with data protection policies.
• Assist in compiling daily reports for management as needed.

Requirements:

• Previous experience in guest relations, customer service, or front-of-house role (hospitality experience preferred).
• Hospitality Diploma preferred
• Experience in Cloud-based property management systems.