Guest Liaison officer

Job Purpose:

To welcome guests and see to their needs throughout their stay ensuring that special request and itinerary needs are properly coordinated and communicated and ensuring that revenue and other monies are correctly received and recorded.

Organisational Positioning:

· Department: Front Office

· Reporting to: Front Office Manager

· Location: The Twelve Apostles Hotel Premises

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.

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

Job Type: Full-time

Work Location: In person