Guest Relations Officer at Fancourt

Requirements:

• The ideal candidate will be an outgoing, confident and polished communicator who genuinely enjoys working with people. You will be guest-focused, attentive to detail and able to remain professional and composed in a fast-paced environment.

The following requirements apply:

• Grade 12 or equivalent;
• A minimum of 2 years’ experience in a Front of House environment;
• Working knowledge of hotel management software and MS Office;
• Excellent communication and interpersonal skills;
• A genuine passion for hospitality and delivering exceptional guest service;
• The drive to continuously learn, develop and improve.
• A Hotel Management or Tourism Diploma will be advantageous, as will experience working with Guest Connect and SAP.

Key Responsibilities:

• The Guest Relations Officer is responsible for ensuring that every guest receives personalised, professional and memorable service.

Duties will include, but are not limited to:

• Ensuring that guest needs and requests are attended to efficiently, courteously and professionally from arrival through to departure and throughout their stay;
• Liaising closely with Reservations and Front Office to ensure accurate and up-to-date information on arrivals, departures and guest requirements;
• Maintaining and continuously updating guest profiles with relevant information gathered during their stay;
• Monitoring and following up on GuestRevu feedback received after departure;
• Investigating guest concerns with the relevant Department Managers and ensuring that appropriate, timely responses are provided;
• Building positive relationships with guests and anticipating their needs to enhance their overall experience at Fancourt.