Guest Relations Officer at Sun International

Job Purpose

• The Guest Relations Officer is responsible for being the point of contact for all guest queries, co-ordinating guest activity requests and providing exceptional, personalised customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is worth remembering.

Key Performance Areas

Prepared Work Station

• Identify issues with regards the floor appearance/ functioning of equipment and systems
• Check overall cleanliness of the front of house areas
• Check and restock information brochures
• Review the arrival and VIP lists daily and understands special requirements
• Assist in preparing and distributing welcome / VIP amenities.

Co-ordinated Guest Activities

• Identify issues with regards the floor appearance/ functioning of equipment and systems
• Check overall cleanliness of the front of house areas
• Check and restock information brochures
• Review the arrival and VIP lists daily and understands special requirements
• Assist in preparing and distributing welcome / VIP amenities.
• Be familiar with the hotel facilities, promotions and activities

Delivered Reception Services

• Acknowledge and greet all guests with a friendly smile and  treat guests with respect at all times
• Interact with guests and complete procedures on guest’s check-in and check-out of the hotel; including cutting of keys; preparing bills and taking payments, etc.
• Take and pass on messages to guests
• Deal with special requests from guests
• Inform guests of the services and accommodation rates in the hotel
• Build good relationship and rapport with guests to make them feel comfortable and address any complaints they might have in a very courteous manner to protect the image of the hotel.
• Keep clear and comprehensive records of guest room bookings and all billings for accountability and future reference.
• Attend to all routes of room bookings, such as online, phone, and in person, to ensure that reservations are not left hanging but attended to promptly to keep the hotel business running
• Report issues of housekeeping, maintenance and malfunctioning appliances to the relevant department for quick repair in order to ensure guests comfort and satisfaction.
• Administer own float and conduct cash-ups at the end of the shift.
• Be present at the reception desk and maintain proper decorum at all times.
• Promotes and upsells the facilities of the hotel and knows the surrounding areas when asked for directions. 

Stakeholder Engagement

• Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times
• Interact with guests and provide professional service standards and relevant solutions
• Identifies guests and understand their preferences
• Educate guests on business unit facilities, products and current promotions
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
• Communicate and update the business unit and relevant departments, as well as external suppliers with regards special requests.
• Build effective internal and external relationships to ensure synergy of guest experience
• Follow up with internal departments to ensure that guest requests are met on time

Job Requirements

Education

• Grade 12

Experience

• Front desk experience is essential 
• 2 years’ experience in a customer service environment 

Work Conditions and special requirements:

• Ability to work shifts that meet operational requirements
• Physically able to move around, and stand for extended periods of time
• Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements

Skills and Knowledge

• Dealing with Customers (including managing conflict)
• Problem solving
• Developing relationships
• Checking
• Collecting information
• Verbally informing
• Team Player
• Presentable, courteous individual