The Silo Hotel’s Guest Relations Officer needs to demonstrate the highest level of courteous and efficient service, to ensure our Guests feel welcome and that their needs will be attended to at all times during their stay. The GRO builds strong relationships with our Guests, constantly striving to live up to our purpose, which is "To give our Guests a complete experience and a perfect stay".
Deal with Guest queries (via phone, email and in person) and arrange assistance as necessary
Provide Guests with information about attractions, facilities, services, and activities in Cape Town and surrounding areas
Prepare for Guests’ arrival a day before the time, making note of any special requests
Monitoring our booking system, Opera and manage the Guest profiles and relay any pertinent information to other departments
Deliver day to day hotel services: wake-up calls, printing newspapers, day sheets, welcome letters, weather cards, bills etc. (and ensuring they are handled timeously and accurately)
Managing reservations for restaurant, tours and transfers
Answer and screen all incoming switchboard calls and deal with individual requests, messages and queries from Guests
Liaise regularly with agents on Guest experience on property
Maintain communication with all other hotel departments
Assist with ad hoc duties as requested by colleagues and Management
Daily itinerary review to ensure bookings are confirmed, preferences shared with other departments and service providers
Prepare Guests for departure, offering assistance with transport, flight confirmations, boarding passes, luggage packing and wrapping, storage, car cleaning where applicable, breakfast packs, etc.
Live and breathe the company's Vision, Purpose and Values statement.
Tertiary Degree or Diploma in Hospitality Management
Must have at least 2 years’ experience in a 5* Hotel environment
Must have at least 2 years’ experience in a Front Desk role
Knowledge of Property Management system Opera at Operator Level
Computer literate with working knowledge of Microsoft Office Word, Excel, PowerPoint and Outlook
Demonstrate excellent written and verbal communication skills
Proven job reliability, diligence, dedication and attention to detail
Ability to multitask with excellent time-management
Ability to work under pressure with strong admin skills
Ability to take initiative and make judgement calls
Ability to take the initiative and be a leader
Must be flexible and willing to work shifts
It is important that the candidate is able to work as part of a team and is a good cultural fit for The Royal Portfolio. South African citizenship is advantageous. A valid work permit is essential if you are not in possession of a South African ID document. Please note it is a condition of employment, that all staff undergo a pre-employment polygraph test.
