Job Purpose:

We are looking for an enthusiastic Guest Liaison Officer to join our family on a full-time basis. We are looking for someone with previous hotel receptionist experience with excellent communication skills and strong attention to detail who enjoys delivering personalised service to guests.

Organisational Positioning:

· Department: Front Office

· Reporting to: Front Office Manager

· Location: The Twelve Apostles Hotel Premises

What are we looking for?

Previous hotel receptionist experience, ideally in a luxury or five-star hotel environment.
Strong communication skills, both verbal and written, with a friendly and professional demeanour.
Excellent attention to detail and organizational skills.
A passion for hospitality and delivering outstanding guest experiences.
Ability to manage multiple tasks effectively while maintaining high service standards.
Having experience in Opera system is advantageous.
Computer literate with working knowledge of Microsoft Office Outlook, Word and Excel.
Highly presentable.
Able to work flexible working hours; shifts, week-ends, public holidays for operational requirements.

Key Performance Objectives:

To be a Red Carnation Hotel Ambassador by:

Actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times
Owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests, colleagues or suppliers
Ensuring that you are familiar with, and adhere to, the Hotel’s code of conduct as set out in the Employee handbook
Creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections
Working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you
Being aware of the emergency evacuation, security and fire procedures of the Hotel and to be constantly vigilant of the health, safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager
To actively seize opportunities to minimise our carbon footprint by reducing wastage as much as possible without compromising on guest service standards
To be happy in your work environment, to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated service
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 as per RCH standards.
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 in accordance with RCH standards.
To proactively take personal responsibility for any guest situations, seeing the situation through to the solution; reporting actions and outcomes to management; and where situations are beyond the scope of your authority to escalate to management.

What’s in it for you?

Professional, award winning learning and development opportunities from day one.
Eligible employees will receive one-third of their salary during parental leave. Permanent employees qualify for this benefit after completing one year of service and may apply twice within a five-year period.
Discounted accommodation rates at Red Carnation Hotels worldwide.
Two paid volunteering days each year, because we care about our community.
Access to immediate Employee Assistance Programme, because we care about our employees.
Vibrant hotel recognition events every month and hotel-based incentives (Employee of the Month / Manager of the Quarter).
Social and team building events per hotel.
1 Meal Per shift.
Complimentary uniform and dry-cleaning services.
Complimentary staff transport services

NB: Preference will be given to employees from the designated groups with the provisions of employment equity act, no. 55 of 1998.

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