Guest Liaison Officer Copy

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Job Purpose:

We are looking for an enthusiastic Guest Liaison Officer to join our family on a full-time basis. We are looking for someone with previous hotel receptionist experience with excellent communication skills and strong attention to detail who enjoys delivering personalised service to guests.

Organisational Positioning:

• **Department:**Front Office
• **Reporting to:**Front Office Manager
• **Location:**The Twelve Apostles Hotel Premises

What are we looking for?

• Previous hotel receptionist experience,ideally in a luxury or five-star hotel environment.
• Strong communication skills,both verbal and written,with a friendly and professional demeanour.
• Excellent attention to detail and organizational skills.
• A passion for hospitality and delivering outstanding guest experiences.
• Ability to manage multiple tasks effectively while maintaining high service standards.
• Having experience in Opera system is advantageous.
• Computer literate with working knowledge of Microsoft Office Outlook,Word and Excel.
• Highly presentable.
• Able to work flexible working hours; shifts,week-ends,public holidays for operational requirements.

Key Performance Objectives:

To be a Red Carnation Hotel Ambassador by:

• Actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times
• Owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests,colleagues or suppliers
• Ensuring that you are familiar with,and adhere to,the Hotel’s code of conduct as set out in the Employee handbook
• Creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections
• Working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you
• Being aware of the emergency evacuation,security and fire procedures of the Hotel and to be constantly vigilant of the health,safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager
• To actively seize opportunities to minimise our carbon footprint by reducing wastage as much as possible without compromising on guest service standards
• To be happy in your work environment,to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated service
• To enhance the guest stay by welcoming them and facilitating any special requirements; by planning and coordinating their itinerary where needed; ensuring the best service providers are used for an exceptional service experience as per RCH standards.
• Ensure that all guest information relating to the guest experience and their service expectation are clearly communicated to all relevant parties within the Hotel.
• Ensuring that their cash is accurately managed and fully accounted for at all times
• Ensure that all administrative duties related to the position are preformed accurately and timeously ensuring that guest profiles are correctly updated; credit card authorisations are accurate; also ensuring to follow-up on all open folios,paymasters as well as the finalising of group accounts.
• Promote the interval service providers (e.g. restaurant and spa) as a priority over external service providers.
• Ensuring that every revenue-generating opportunity is fully exploited in a discreet manner through suggestive selling.
• Ensuring day-to-day guest services such as fax handling,wake-up calls etc al handled timeously and accurately in accordance with RCH standards.
• To proactively take personal responsibility for any guest situations,seeing the situation through to the solution; reporting actions and outcomes to management; and where situations are beyond the scope of your authority to escalate to management.

What’s in it for you?

• Professional,award winning learning and development opportunities from day one.
• Eligible employees will receive one-third of their salary during parental leave. Permanent employees qualify for this benefit after completing one year of service and may apply twice within a five-year period.
• Discounted accommodation rates at Red Carnation Hotels worldwide.
• Two paid volunteering days each year,because we care about our community.
• Access to immediate Employee Assistance Programme,because we care about our employees.
• Vibrant hotel recognition events every month and hotel-based incentives (Employee of the Month / Manager of the Quarter).
• Social and team building events per hotel.
• 1 Meal Per shift.
• Complimentary uniform and dry-cleaning services.
• Complimentary staff transport services

NB:Preference will be given to employees from the designated groups with the provisions of employment equity act,no. 55 of 1998.