Guest Relations Officer Job Job Details | O&L

LOCATION: STRAND HOTEL SWAKOPMUND

GRADE: C2

POSITIONS AVAILABLE: 2

PURPOSE OF THE POSITION:

To drive the anticipatory and seamless VIP/Repeat/All Guest Journey through various guest engagements during pre-arrival experience after reservation confirmation, stay experience, departure, and post departure experience.

QUALIFICATIONS & EXPERIENCE :

• Diploma in Hospitality management
• Minimum 2 years experience in guest relations/customer service or similar environment.
• Knowledge of OPERA.
• Excellent knowledge of local attractions and establishments.
• Polite, friendly, and self-assured attitude.
• Skills in multitasking and good time-management.
• Restaurant experience will be an added advantage.

KEY ACCOUNTABILITIES :

• Welcome customers/guest and monitor the overall experience to ensure the service offered create unforgettable, unique experience.
• Operate inimitable Customer Experience and Quality Assurance Initiatives.
• Provide guests with quality service by monitoring staff assignments and responsiveness and seeking opportunities to communicate with guests to personalize the service.
• Provide personalized guest service based on preferences and ensures an ever-lasting bonding is created with guests.
• Maintain the TLV (Temperature, lights, and Volume) to ensure guest experiences of luxury standards.
• Coordinate with the Guest Experience Host on food and beverage services activities where required.
• Accompany VVIP/VIP groups to excursions when requested.
• Encourage guests to book the hotel activities and meals through upselling.
• Provide the front office team with the necessary tools and information for upselling purposes.
• Prepare a guest feedback report for all room feedback cards per department and share with management.
• Arrange and do curtesy calls to guests in house and arrivals and record in a curtesy call log sheet.

COMPETENCIES REQUIRED

• Lives the O&L Values
• Leads Growth
• Takes Bold Stands
• Causes Alignment
• Being Authentic
• Inspires Innovation
• Deliver Extraordinary results.

CLOSING DATE: 03 JUNE 2024

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.

"This position is subject to a pre-employment screening and vetting process, and by applying for this position, applicants acknowledge that they are aware that the Company reserves the right to carry out screening and pre-employment vetting for all shortlisted applicants. Certificate of Conduct issued by the Namibian Police (not older than 6 months) may be required from all shortlisted applicants."

Requisition ID: 3969