Guest Relations Officer | Stellenbosch, Cape Winelands

A prestigious luxury wine estate in Stellenbosch is looking for a polished and personable Guest Relations Officer to join its team.

The successful candidate will play an important role in creating a warm and memorable experience for every guest. We are looking for someone who is naturally welcoming, attentive and confident communicating with local and international guests. This position would suit a hospitality professional who takes pride in delivering thoughtful, personalised service within a luxury environment.

Key Responsibilities

• Welcome guests warmly and professionally on arrival
• Assist with guest enquiries, requests and general information
• Build positive relationships with guests throughout their visit
• Provide personalised recommendations regarding the estate’s facilities and experiences
• Coordinate guest arrangements with the relevant departments
• Assist with restaurant, activity and other guest reservations
• Respond promptly and professionally to telephone, email and in-person enquiries
• Anticipate guest needs and ensure special requests are communicated correctly
• Handle guest concerns with care, discretion and a solution-focused approach
• Maintain accurate guest information and update relevant systems
• Liaise closely with Front Office, Housekeeping, Food and Beverage and other operational departments
• Assist with VIP arrivals, special occasions and personalised guest experiences
• Promote the estate’s facilities, services and experiences
• Maintain the high presentation and service standards expected within a luxury property

Requirements

• Previous guest relations, front office, reception or reservations experience within a luxury hotel, lodge or wine estate
• A relevant hospitality qualification would be advantageous
• Excellent spoken and written English
• A second language, particularly Afrikaans, would be advantageous
• Strong communication and interpersonal skills
• Professional appearance and polished presentation
• Good computer literacy and experience with hospitality systems
• Strong administration and attention to detail
• Able to remain calm and professional when dealing with guest concerns
• Willing to work shifts, weekends and public holidays
• Reliable transport to and from Stellenbosch

Personal Attributes

• Warm, friendly and naturally welcoming
• Passionate about luxury hospitality and guest service
• Confident and comfortable engaging with different people
• Attentive, organised and able to anticipate guest needs
• Discreet and professional
• Positive and solutions-focused
• A strong team player who communicates well across departments

This is an excellent opportunity to join a highly regarded luxury hospitality environment and contribute to exceptional guest experiences in the heart of the Cape Winelands.

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