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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?
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Previous hotel receptionist experience,ideally in a luxury or five-star hotel environment.
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Strong communication skills,both verbal and written,with a friendly and professional demeanour.
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Excellent attention to detail and organizational skills.
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A passion for hospitality and delivering outstanding guest experiences.
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Ability to manage multiple tasks effectively while maintaining high service standards.
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Having experience in Opera system is advantageous.
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Computer literate with working knowledge of Microsoft Office Outlook,Word and Excel.
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Highly presentable.
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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:
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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
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Owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests,colleagues or suppliers
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Ensuring that you are familiar with,and adhere to,the Hotel’s code of conduct as set out in the Employee handbook
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Creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections
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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
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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
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To actively seize opportunities to minimise our carbon footprint by reducing wastage as much as possible without compromising on guest service standards
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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
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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.
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Ensure that all guest information relating to the guest experience and their service expectation are clearly communicated to all relevant parties within the Hotel.
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Ensuring that their cash is accurately managed and fully accounted for at all times
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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.
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Promote the interval service providers (e.g. restaurant and spa) as a priority over external service providers.
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Ensuring that every revenue-generating opportunity is fully exploited in a discreet manner through suggestive selling.
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Ensuring day-to-day guest services such as fax handling,wake-up calls etc al handled timeously and accurately in accordance with RCH standards.
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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?
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Professional,award winning learning and development opportunities from day one.
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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.
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Discounted accommodation rates at Red Carnation Hotels worldwide.
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Two paid volunteering days each year,because we care about our community.
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Access to immediate Employee Assistance Programme,because we care about our employees.
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Vibrant hotel recognition events every month and hotel-based incentives (Employee of the Month / Manager of the Quarter).
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Social and team building events per hotel.
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1 Meal Per shift.
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Complimentary uniform and dry-cleaning services.
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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.
