Guest Relations Officer Job

LOCATION: MOKUTI ETOSHA

GRADE: C2

POSITIONS AVAILABLE: 2

PURPOSE OF THE POSITION:

To provide all guest 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 volumes.

SKILLS REQUIRED

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

CLOSING DATE: 27 AUGUST 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: 3445