Guest Relations Officer

To undertake front of house duties, including meeting, greeting and attending to the needs of guests, to ensure a superb customer service experience.

RESPONSIBILITIES:

- To build a good rapport with all guests and resolve any complaints/issues quickly to maintain high quality customer service; 
- To deal with guest requests to ensure a comfortable and pleasant stay; 
- To assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible; 
- To be responsible for accurate and efficient accounts and guest billing processes; 
- To assist in keeping the hotel reception area clean and tidy at all times; 
- To undertake general office duties, including correspondence, emails, filing and switchboard, to ensure the smooth running of the reception area; 
- To administer all routes of reservations to ensure that room bookings are made and recorded accurately;
- To ensure that all reservations and cancellations are processed efficiently; 
- To keep up to date with room prices and special offers to provide accurate information to guests; 
- To administer the general petty cash system and float in an accurate manner; 
- To undertake all training as required (eg, first aid, health and safety, customer service); 
- To adhere to all fire safety test procedures and to assist in the evacuation process in the event of fire; 
- To undertake any other ad-hoc duties.

SKILLS & EXPERIENCE REQUIRED:
- A friendly and welcoming approach;
- Ability to remain calm during difficult situations or in a very busy environment;
- The ability to work unsupervised;
- Excellent interpersonal skills;
- Good administrative skills and the ability to use email and booking systems;
- Good team working skills;
- Previous customer service experience;
- Previous experience in hospitality.