Guest Relations Officer โ Sun International | Cape Town, Western Cape โ Open Until Filled
Employer: Sun International
Position: Guest Relations Officer
Location: Cape Town, Western Cape
Employment Type: Permanent
Work Level: Skilled
Salary: Market Related
Reference Number: SI-1102
Closing Date: Open until filled
Overview
Sun International is looking for a professional and customer-focused Guest Relations Officer to join its hospitality team in Cape Town.
The successful candidate will serve as an important point of contact for hotel guests, assisting with enquiries, check-ins and check-outs, reservations, payments, special requests and guest activities.
The role requires someone who can provide personalised customer service and help ensure that every guest has a comfortable and memorable hotel experience.
Key Responsibilities
– Welcome guests warmly and professionally upon arrival and departure.
– Assist guests with check-in and check-out procedures.
– Prepare guest keys, bills and process payments where required.
– Respond to guest enquiries and provide accurate information.
– Take and deliver messages to guests.
– Assist with special guest requests.
– Inform guests about hotel facilities, accommodation rates, promotions and activities.
– Review daily guest arrival and VIP lists and identify special requirements.
– Assist with preparing and distributing welcome and VIP amenities.
– Maintain a clean, organised and professional front-of-house environment.
– Ensure information brochures and other guest materials are adequately stocked.
– Maintain accurate records of bookings and guest billing.
– Attend to reservations received online, telephonically and in person.
– Report housekeeping, maintenance and equipment problems to the appropriate departments.
– Administer an allocated cash float and complete cash-ups at the end of shifts.
– Promote and upsell hotel facilities and services.
– Provide guests with information and directions regarding surrounding areas.
– Identify guest preferences and provide personalised assistance.
– Follow up with relevant departments to ensure guest requests are completed on time.
– Handle guest complaints, requests and suggestions professionally and escalate matters where necessary.
– Maintain effective relationships with internal departments and external service providers.
Minimum Requirements
Applicants must have:
- Grade 12 / Matric.
- Previous front desk experience โ essential.
- At least 2 years of experience in a customer service environment.
- Strong communication and interpersonal skills.
- Good customer-service abilities.
- Ability to handle customer complaints and conflict professionally.
- Good problem-solving skills.
- Ability to work effectively as part of a team.
Requirements and Skills
The ideal candidate should demonstrate:
- Excellent guest relations and customer service skills.
- Professional verbal communication.
- Ability to develop positive relationships with guests.
- Good attention to detail.
- Ability to collect, check and accurately record information.
- Strong problem-solving abilities.
- Professional and courteous behaviour.
- Ability to remain calm when dealing with difficult situations.
- Good teamwork and collaboration.
- A professional and presentable appearance.
Working Conditions
Candidates must be:
- Willing and able to work shifts according to operational requirements.
- Physically able to move around the hotel and stand for extended periods.
- Flexible enough to perform similar functions in alternative areas when operationally required.
Employment Equity
Preference may be given to candidates from designated groups in accordance with applicable Employment Equity legislation, Sun International’s internal recruitment policy and the relevant employment equity plans.
Possible Interview Questions
- Tell us about your previous front desk or hotel reception experience.
- How would you welcome a guest checking into the hotel?
- How would you deal with an unhappy guest?
- What would you do if a VIP guest arrived with a special request that had not been arranged?
- How do you manage several guest requests at the same time?
- Tell us about a time you resolved a difficult customer-service problem.
- How would you promote or upsell hotel facilities to a guest?
- What would you do if a guest’s room was not ready at the expected check-in time?
- How do you ensure accuracy when handling bookings, payments and guest information?
- Are you comfortable working shifts and standing for extended periods?
CV Tips for This Position
Your CV should clearly highlight your front desk experience, as this is an essential requirement.
Include relevant experience in areas such as:
- Hotel reception or front desk duties.
- Guest relations.
- Check-in and check-out procedures.
- Reservations and bookings.
- Customer service.
- Cash handling and payments.
- Handling guest complaints.
- VIP or personalised guest service.
- Upselling products and services.
Clearly show your Grade 12 qualification and at least two years of customer-service experience.
APPLICATION PROCESS
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