Guest Liaison Officer

Job Purpose:

To provide a warm and professional welcome to all guests, ensuring their needs are met throughout their stay. This includes coordinating and communicating special requests and itinerary requirements, while accurately managing revenue and financial transactions to guarantee a seamless and memorable guest experience.

Organisational Positioning:

· Department: Front Office

· Reporting to: Front Manager

· Location: The Twelve Apostles Hotel Premises

Minimum Experience and Qualification Required:

· Grade 12

· Hospitality Diploma or must have at least 2 years relevant experience in a 5* Hotel or 1 years’ experience in a 5* Front Office environment

· Drivers Licence and Professional Drivers Permit advantageous

· Highly computer literate with working knowledge of Microsoft Office Word, Excel and Outlook

· Knowledge of a Property Management System at Operator Level; exposure to Symphony

· Highly presentable

· Excellent command of the English language with solid verbal and written communication skills

· Conversational in South African local language other than English

· International travel experience advantageous

· Must be able to work shifts, week-ends and public holidays

Key Performance Objectives:

• Enhance the guest stay by welcoming them and facilitating any special requirements

• Ensure that all guest information relating to the guest experience and their service expectation are clearly communicated to all relevant parties within the Hotel

• Ensure 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 in a timely manner

• Ensuring that guest profiles are correctly updated

• 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.