Guest Relations Officer Job

o&l leisure (pty) ltd - namibia

2 years ago

LOCATION: Midgard Lodge

GRADE: C2

POSITIONS AVAILABLE: 2

PURPOSE OF THE POSITION:

To provide all guests with unforgettable, unique experiences prior to arrival and throughout their stay, while maximizing room revenue and occupancy aligned to the O&L Leisure Customer Experience Journey.

QUALIFICATIONS & EXPERIENCES

Diploma in Tourism and Hospitality Management.
Minimum 3 years experience in guest relations/customer service or similar environment.
Knowledge of OPERA
Computer literate (MS Office & Systems)

KEY ACCOUNTABILITIES

Welcome customers/guest and monitor the overall experience to ensure the service offered create unforgettable, unique experience.
Provide guests with quality service by monitoring staff assignments and responsiveness and seeking opportunities to communicate with guests to personalize the service.
Handle all guest complaints in a courteous and professional manner and provide feedback to the guest.
Coordinate all MICE (Meeting, Incentives, Conferences, Exhibitions) requirements between reservation/sales, the Lodge, and the client.
Create and maintain extraordinary Food & Beverage relations on every level ensuring exceptional guest experiences
Compile all relevant reports and feedback on all applicable aspects and relevant departments.
Encourage guests to book the lodge activities and meals through upselling.
Articulate and maintain developed standards, product knowledge and grooming.
Constantly monitor and check the quality-of-service delivery towards the guests and making sure the processes are speaking to the brand and the provided quality guideline.
Monitor the appearance, standards, and performance of the Front Office team and Food & Beverage team.
Live the breakthrough behaviours, values, and culture
Conduct daily hygiene walkabouts, complete the required checklists, enforce the correct cleaning standards, Health & Safety standards, and operating equipment.
Report and where possible handle cases of accident, fire, theft, loss, damage, or contravention of regulations.
Attend meetings and training courses, workshops or seminars as required.
Relief and assist in all areas during periods of absence or crisis.
Maintain Company standards and ensure that policies and procedures are adhered to.
Willing to work shifts, weekends and Public Holidays as dictated by business volum es.

SKILLS REQUIRED

Be Authentic
Live the Values
Cause Alignment
Take Bold Stands
Lead Growth
Deliver Extraordinary Results
Inspire Innovation

CLOSING DATE: 12 July 2023

O&L - a Great Place to Work.

Applicants meeting our requirements are invited to apply. O&L Group of Companies is an Equal Opportunity Employer.

Requisition ID: 3260

Guest Relations Officer Job

LOCATION: Midgard Lodge

GRADE: C2

POSITIONS AVAILABLE: 2

PURPOSE OF THE POSITION:

To provide all guests with unforgettable, unique experiences prior to arrival and throughout their stay, while maximizing room revenue and occupancy aligned to the O&L Leisure Customer Experience Journey.

QUALIFICATIONS & EXPERIENCES

Diploma in Tourism and Hospitality Management.

Minimum 3 years experience in guest relations/customer service or similar environment.

Knowledge of OPERA

Computer literate (MS Office & Systems)

KEY ACCOUNTABILITIES

Welcome customers/guest and monitor the overall experience to ensure the service offered create unforgettable, unique experience.

Provide guests with quality service by monitoring staff assignments and responsiveness and seeking opportunities to communicate with guests to personalize the service.

Handle all guest complaints in a courteous and professional manner and provide feedback to the guest.

Coordinate all MICE (Meeting, Incentives, Conferences, Exhibitions) requirements between reservation/sales, the Lodge, and the client.

Create and maintain extraordinary Food & Beverage relations on every level ensuring exceptional guest experiences

Compile all relevant reports and feedback on all applicable aspects and relevant departments.

Encourage guests to book the lodge activities and meals through upselling.

Articulate and maintain developed standards, product knowledge and grooming.

Constantly monitor and check the quality-of-service delivery towards the guests and making sure the processes are speaking to the brand and the provided quality guideline.

Monitor the appearance, standards, and performance of the Front Office team and Food & Beverage team.

Live the breakthrough behaviours, values, and culture

Conduct daily hygiene walkabouts, complete the required checklists, enforce the correct cleaning standards, Health & Safety standards, and operating equipment.

Report and where possible handle cases of accident, fire, theft, loss, damage, or contravention of regulations.

Attend meetings and training courses, workshops or seminars as required.

Relief and assist in all areas during periods of absence or crisis.

Maintain Company standards and ensure that policies and procedures are adhered to.

Willing to work shifts, weekends and Public Holidays as dictated by business volum es.