Guest Liaison Officer

Job Reference: 12AGLO

Job Summary:

We are looking for a socially focused team player with high attention to detail who can operate in a constantly changing environment under pressure to welcome guests and see to their needs throughout their stay.

Minimum Experience and Qualification Required:

  • Grade 12
  • Hospitality Diploma or Must have at least 2 years’ experience in a 5* Hotel or 1 years’ experience in a Front Office environment
  • Highly computer literate with working knowledge of Microsoft Office Word, Excel and Outlook
  • Knowledge of a Property Management System at Operator Level; exposure to Opera advantageous
  • Highly presentable
  • Excellent command of the English language with solid verbal and written communication skills
  • Fluency in a European language
  • Fluency in South African local language other than English
  • International travel experience advantageous
  • Proven ability to multi-task
  • Must be able to work shifts, week-ends and public holidays

Key Performance Objectives:

  • To enhance the guest stay by welcoming them and facilitating any special requirements; by planning and coordinating their itinerary where needed; ensuring the best service providers are used for an exceptional service experience.
  • Ensure that all guest information relating to the guest experience and their service expectation are clearly communicated to all relevant parties within the Hotel.
  • Ensuring that their cash is accurately managed and fully accounted for at all times.
  • Ensure that all administrative duties related to the position are preformed accurately and timeously ensuring that guest profiles are correctly updated; credit card authorisations are accurate; also ensuring to follow-up on all open folios, paymasters as well as the finalising of group accounts.
  • Promote the interval service providers (e.g. restaurant and spa) as a priority over external service providers.
  • Ensuring that every revenue-generating opportunity is fully exploited in a discreet manner through suggestive selling.
  • Ensuring day-to-day guest services such as fax handling, wake-up calls etc al handled timeously and accurately.