Guest Relations Officer
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Job Number 19000FIG
Job Category Rooms and Guest Services Operations
Location AC Hotel Cape Town Waterfront, Cape Town, South Africa VIEW ON MAP
Position Type Non-Management/Hourly
Start Your Journey With Us
We’re looking for cultural innovators to join our team. If you are someone who has an inner creativity and love for art, design and culture, then we invite you to explore a career with AC Hotels.
The Guest Relations Officer manages all aspects of the department including but not limited to operations, planning, budgeting, and staffing; forge stronger guest relationships – fully guest centric approach as well as maintaining exceptional customer service standards expected in accordance with the AC hotel and Marriott International Policies and Procedures. The Guest Relations Officer provides leadership and support to all associates of the Front Office Team, implements and enforces Standards of Excellence in all areas supervised. Reports to Front Office Leadership.
Required Experience & Qualifications
Minimum 2 years’ experience working in hotel and/ or similar position within Guest Relations and Front Office.
Proficiency in Ms Office packages e.g. Word, Excel, Outlook, Micros , Opera
Professional Disposition and strong leadership abilities
Competence to build and effectively manage interpersonal relationships at all levels
Professional communication and email etiquette,
Strong and effective planning and organizing skills to ensure operational efficiencies
Confidence in decision making and conflict resolution abilities
Competency in administration skills – stock rotation, inventory control and ordering
Ability to work within a pressurized environment
Ability to use Initiative and be proactive and self-driven
Maintain a neat, clean and well-groomed appearance as per company standards
Preference will be given to South African citizens
Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.
Respond to special requests from guests with unique needs and follow up to ensure satisfaction.
Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities.
Answer, record, and process all guest calls, messages, requests, questions, or concerns.
Contact appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest call, request, or problem.
Review shift logs/daily memo books and document pertinent information in logbooks.
Ensure that any outstanding requests from the previous day receive priority and are resolved.
Monitor inventory and order general office supplies.
Notify Loss Prevention/Security of any guest reports of theft.
Responsible, along with Front Office Leadership, for Pre-arrival planning within the Empower GXP system.
Identify Marriott Rewards Membership tiers and ensure teams are briefed on delivering upon those benefits.
Respond to Guest Voice feedback from guests via the Marriott MGS page which includes all social media feedback via TripAdvisor, Expedia, Google, Agoda etc.
Identify trends with regards to Guest Feedback and communicate with other departments in order to look for solutions for complaints that filter through.
Meet and Greet Marriott Members on arrival.
Lobby duties include – Welcoming guests on arrival and wishing them farewell during departure from the hotel.
Providing guest with advice on popular restaurants and entertainments and tours during their visit, as well as facilitating reservation requests.
Making all teams aware of any Birthdays, Special occasions, Honeymoon, Anniversary stays and ensure these guests and Marriott members receive the appropriate amenities specific to your property needs.
Assist management in hiring, training, scheduling, evaluating, counselling & motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.
Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets.
Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
Speak with others using clear and professional language; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others.
Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time.
Perform other reasonable job duties as requested by Supervisors.