Guest Relations Officer x2 at O&L Leisure (Pty) Ltd

Posted by | July 1, 2023 | Hospitality Jobs

LOCATION: Midgard Lodge

GRADE: C2

POSITIONS AVAILABLE: 2

 

PURPOSE OF THE POSITION:   

To provide all guests with unforgettable, unique experiences prior to arrival and throughout their stay, while maximizing room revenue and occupancy aligned to the O&L Leisure Customer Experience Journey.

 

QUALIFICATIONS & EXPERIENCES

  • Diploma in Tourism and Hospitality Management.
  • Minimum 3 years’ experience in guest relations/customer service or similar environment. 
  • Knowledge of OPERA
  • Computer literate (MS Office & Systems)

 

KEY ACCOUNTABILITIES

  • Welcome customers/guest and monitor the overall experience to ensure the service offered create unforgettable, unique experience.
  • Provide guests with quality service by monitoring staff assignments and responsiveness and seeking opportunities to communicate with guests to personalize the service.
  • Handle all guest complaints in a courteous and professional manner and provide feedback to the guest.
  • Coordinate all MICE (Meeting, Incentives, Conferences, Exhibitions) requirements between reservation/sales, the Lodge, and the client.
  • Create and maintain extraordinary Food & Beverage relations on every level ensuring exceptional guest experiences
  • Compile all relevant reports and feedback on all applicable aspects and relevant departments.
  • Encourage guests to book the lodge activities and meals through upselling.
  • Articulate and maintain developed standards, product knowledge and grooming.
  • 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.
  • Monitor the appearance, standards, and performance of the Front Office team and Food & Beverage team.
  • Live the breakthrough behaviours, values, and culture
  • Conduct daily hygiene walkabouts, complete the required checklists, enforce the correct cleaning standards, Health & Safety standards, and operating equipment.
  • Report and where possible handle cases of accident, fire, theft, loss, damage, or contravention of regulations.
  • Attend meetings and training courses, workshops or seminars as required.
  • Relief and assist in all areas during periods of absence or crisis.
  • Maintain Company standards and ensure that policies and procedures are adhered to.
  • Willing to work shifts, weekends and Public Holidays as dictated by business volumes.

 

SKILLS REQUIRED

  • Be Authentic
  • Live the Values
  • Cause Alignment
  • Take Bold Stands
  • Lead Growth
  • Deliver Extraordinary Results
  • Inspire Innovation

 

CLOSING DATE:  12 July 2023

 

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