Guest Liaison at Fairmont Hotels & Resorts

Scope of Position: 

• As the Guest Liaison, you will be responsible for checking guest in and out of the hotel, as well as treating all in house guests’ requests 24 hours a day, 7 days a week, in order to ensure their stay becomes a memorable moment. The Guest Liaison is an ambassador for our hotel and for our Brand, where the engaging and anticipative service you provide in person, over the telephone and emails will make our guests feel valued and reflect the exceptional hotel experience to come. 

 Main Responsibilities: 

• This is a multi-skilled role incorporating both Front Office and Food and Beverage Duties in line with the business demands. 
• You will have the ability to multi-task while under pressure and have a proactive personality in this busy hands on role. 
• Welcomes guests and fosters customer loyalty though his/her friendly manner. 
• Ensuring that each and every guest has been offered the ACCOR ALL LOYALTY program in accordance with Hotel Standards. 
• Handles and resolves any guest complaints. 
• Provides guests with a single point of contact throughout their stay. 
• Based in the lobby and ready to assist at any stage of the guests stay, from check in to check out and all required in between. 
• The role includes Checking and Checking out Guest in compliance with internal procedures. 
• Working in the Food and Beverage outlets including Breakfast, Bar, Lunch and Dinner if required 
• Support the Reservations Team Member when needed. 
• Support the Back Office Experts when needed. 
• Preparing guest arrivals for the following day where required. 
• Ensuring a brief overview is given to guests of Hotel Facilities . 
• To manage guest billing and accounts.   
• To facilitate payments at check-in and check-out. 
• Preparing for guest check-out. 
• Preparing City Ledgers. 
• Performing Foreign Exchange Transactions if operationally required. 
• Performing paid-outs and cash advances if operationally required. 
• Posting miscellaneous charges. 
• Providing Tax Invoices if and when required. 
• Facilitating guest courier and receiving parcels on guest behalf in the absence of Concierge. 
• Handling all guests monetary related needs and issues. 
• Supply guests with information about the hotel, Cape Town and surrounds and any other general questions they might have. 
• Booking of Restaurants and online Services such as Table Mountain and Robben Island Tickets. 
• Passes on information as necessary to other departments (floor staff, technical etc.) and to other members of the Guest Services Team. 
• Ensures that all guests documentation is up-to-date and available to support Back Office Expert.  

Levels of accountability:  

• Reports directly to the Assistant Front Office Manager and in his/her absence the Front Office Manager is responsible for the department. 
• Following up on daily tasks such as Payment Query accounts, preparing traces and alerts for future bookings.  

Financial: Satisfied Shareholders:  

• Checking the billing instructions for in-house guest room accounts against correspondence or vouchers and assuring complete accuracy on guest bill and following instructions accordingly  
• Charging of sundry expenses such as Paid-Outs, Tours and Transfers, Laundry charges, guest stationery charges, service fees, last minute mini-bar consumptions 
• Checking dockets from the spa and all other F&B outlets and ensuring that it corresponds with the account on the system.  Ensuring that all guest Laundry is posted on their accounts and balanced back to the prelist. 
• Manual processing of payments for accommodation, incidentals, couriering 
• Be business orientated in keeping expenses low and promoting profits in all aspects of your job. 

Managing Wastage at Reception Desk  

• Being able to do fraud checks when taking payment on credit cards as well as identifying notes that are fraudulent.  
• Ensuring all void transactions are recorded with a full explanation and handed in with your daily banking. 
• Assisting guest with placing holding deposits on room accounts Adapters, Towels ect. 
• Promoting all revenue outlets of the hotel  

Customer Relations: 

• Provides a friendly and personalized welcome for guests. 
• Offers an attentive service to guests, adapting to each guest’s specific requirements. 
• Heeds any remarks made by guests and ensures follow-up. 
• Conveys the image of the hotel and the hotel brand on and off duty. 

Processes: Effective Front Office Processes 

• Maintains departmental Standard Operating Procedures. 
• Co-ordinate agent and guest requests on all channels of communication. 
• Assist in training new staff. 
• Ensure that you assist in facilitating guest courier according to guest request in the absence of Concierge. 
• Co-ordinate luggage collection from rooms while guests check out. 
• Obtaining authorization on credit cards of guests who have checked in and cancelling them on departure.  
• Adjusting entries guests may query after consultation with the manager on duty.  

Learning and Growth: Motivated and Prepared Workforce:  

• Attend Front Office meetings and Meetings related to financial aspects in Role.   
• Ability to improve communication skills. 
• Ability to improve technical skills. 
• Ability to receive feedback. 

Hygiene / Personal safety / Environment: 

• Ensures that the workplace remains clean and tidy and the safety of consumable goods by always respecting HACCP regulations. 
• Respects instructions and safety guidelines for the equipment used. 
• Applies the hotels security regulations (in case of fire etc.) 
• Respects the hotel commitments to the “Environment Charter” (saving energy, recycling, sorting waste etc

Qualifications

Job Requirements and Qualifications: 

• Proficiency in the English including written and verbal communication.  
• Outstanding communication and interpersonal skills  
• Experienced in Property Management Systems, i.e. Opera Cloud, Office Suite (Word, Excel and PowerPoint) and Midas  
• Previous experience would be advantageous. 
• Developing and nurturing interpersonal relationships (with guests, suppliers and colleagues alike)  
• Experience in the hospitality and tourism industry preferable.  
• Excellent organizational and planning skills.  
• Team player.  
• Have the ability to work under pressure. 
• Enjoy anticipating and exceeding guest expectations.  
• Self-Motivator. 
• Basic reservations knowledge will be advantageous. 
• Good general knowledge of the Front Office Department.