Guest Relations Officer | The Silo Hotel

SUMMARY:
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POSITION INFO:

The Silo Hotel’s Guest Relations Officer needs to demonstrate the highest level of courteous and efficient service, to ensure guests feel welcome and that their needs will be attended to at all times during their stay.

MAIN DUTIES & RESPONSIBILITIES

• To embody and live The Royal Portfolio’s Purpose & Values and to instill this within the culture of The Silo Hotel.
• Provide guests with information about attractions, facilities, services and activities around Cape Town.
• Arrange events, excursions, transportation etc. upon request from our guests.
• To ensure that all standards and procedures are fully known and followed.
• Stay current and up to date with all hotel services as well as daily VIP requests and special events.
• Welcoming all Guests upon arrival; Engaging with them throughout their stay; Escorting departing guests to the door on their last day.
• Dealing with Guest queries and arranging assistance where necessary.
• Constant monitoring of Opera and Guest profiling and ensure our team are updating required information: nationalities, address, remarks, preferences, etc.
• Ensuring day-to-day Guest services such as wake-up calls, room service etc.; all handled timeously and accurately.
• Operate Dineplan to make and update dining reservations for all outlets. Capture guest details correctly and ensure confirmations are sent.
• Answer and screen all incoming calls and deal with individual requests, messages and queries from Guests.
• Assist with ad hoc duties as requested by colleagues and Management if within reason and person’s capabilities.

REQUIREMENTS, QUALIFICATIONS & EXPECTATIONS

• Candidates with a Diploma in Hospitality Management will be given preference
• 1+ years’ experience in Guest Relations / Guests Service experience in a 5* Environment
• A strong grasp of operational systems (Micros POS and Opera) and computer literacy in Microsoft Excel, Word, PowerPoint and Outlook
• Strong organizational skills and ability to multitask
• Presentable and well groomed
• Top knowledge of The Silo Hotel, our Guests, Cape Town and surrounding areas
• Ability to work long hours, day and night, including weekends and holidays
• Ability to work accurately under pressure
• Exceptional verbal and written communication skills in English are essential; additional languages are a plus
• Exceptional attention to detail, hardworking and a passion for people and hospitality
• A passion to learn, teach and drive improvement in employees
• International experience in a similar environment and travel experience will be advantageous
• Own transport a plus