Waterpark Guest Relations Officer (Port Edward) at Sun International

Main Purpose of the Job:

• Responsible to provide exceptional, personalised customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is worth remembering

Work Conditions and special requirements

• Ability to work shifts that meet operational requirements
• Physically able to move around as per job requirements
• Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements

Core Behavioral Competencies

• Dealing with Customers
• Problem solving
• Developing relationships
• Checking
• Collecting information
• Verbally informing
• Team Co-operations

Technical / proficiency competencies

Knowledge

• OE usage and storage
• Waterpark, Operations and Hotel Product Knowledge (facilities and activities)
• Communication skills

kills

• Basic PC skills
• Basic knowledge of Opera

Key Performance Areas

Customer Service Preparation

• Identify issues with regards to the Waterpark appearance/ functioning of equipment and systems
• Check overall cleanliness of the Waterpark
• 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 Waterpark facilities, promotions, and activities

Service Execution

• Greet all guests with a friendly smile, acknowledge on arrival, and departure and always treat guests with respect
• Interact with guests and provide professional service standards and solutions to questions and enquiries
• Assist in checking in VIP guests at Waterpark
• Escort guests to VIP section and explain facilities
• Attend promptly to customers' inquiries and assist them with their needs.
• Assist with answering the telephone at the concierge desk and porta cochere
• Handle guest complaints and escalate when required.
• Log the day's activities in a logbook to ensure that the next person on duty is familiar with everything that needs extra attention.
• Be present and always maintain proper decorum.
• Promotes and upsells the facilities of the Waterpark and knows the surrounding areas when asked for directions.

Stakeholder Relationship Management

• Communicate and update the business unit and relevant departments with regards special requests.
• Build effective internal relationships to ensure synergy of guest experience
• Follow up with internal departments to ensure that guest requests are met on time

Job Complexity

Planning

• Planning is generally on a daily to weekly basis within regular activity cycles.
• Work within set policy, procedures, system parameters and internal controls
• Manages one's time and resources to ensure that objectives are achieved effectively and on time.

Decision Making

• Interprets customer requirements in terms of services available and the applicable constraints
• Takes initiative in making decisions which are made within limits of authority.
• Considers all the facts, options and possible outcomes prior to making decisions.
• Works independently, and is orientated towards solving customer queries.

Problem Solving

• Takes ownership of customer requests and requirements.
• Follows laid-down policies and procedures at all times.
• Operates within rules, regulations, system parameters and internal controls.
• Interprets customer requirements in terms of services available and applicable constraints.
• Refers problems falling outside parameters to the team leader/manager for resolution.

Requirements

Education, experience and competencies required:

• Matric / Grade 12
• Grade 12 preferred or Grade 10 (with minimum of 2 years relevant experience as a hostess)
• 2 years’ experience in a customer service environment