GUEST RELATIONS AGENT – O&L Leisure (Pty) Ltd 195 views

PURPOSE OF THE POSITION: :

To drive the anticipatory and seamless VIP /Repeat /All Guest Journey from point of reservation confirmation to the stay experience and all the way to departure.

Key Performance Areas:

Welcome customers/guest and monitor the overall experience to ensure the service offered create an 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.
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.

QUALIFICATIONS & EXPERIENCE:

Diploma in Hospitality management
Minimum 2 years’ experience in guest relations/customer service or similar environment.
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.

COMPETENCIES REQUIRED

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