Guest Liaison Officer - N/A08533
Code/Reference:
N/A08533
Applications accepted until:
2018-11-10
Number of Openings
3

Unit:

Time Square

Location:

Pretoria

Job Purpose

Responsible to provide exceptional, personalised customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is worth remembering

Education

  • Matric or equivalent
  • A recognised relevant qualification

Experience:

2 years experience in a customer service environment

Skills and Knowledge

  • Ability to work shifts that meet operational requirements
  • Physically able to move around as per job requirements
  • Have an open attitude perform similar functions to those contained in this document , in alternative outlets due to operational requirements
  • Pleasant and presentable with excellent communication skills
  • Excellent interpersonal skills and the ability to handle situations of conflict
  • Ability to work under pressure

Key Performance Areas:

Customer Service Preparation

  • Identify issues with regards the floor appearance/ functioning of equipment and systems
  • Check overall cleanliness of the front of house areas
  • Check and restock information brochures
  • Review the arrival and VIP lists daily and understands special requirements
  • Assist in preparing and distributing welcome / VIP amenities.
  • Be familiar with the hotel and resort facilities, promotions and activities

Service Execution

  • Greet all guests with a friendly smile, acknowledge on arrival, and departure and treat guests with respect at all times
  • Interact with guests and provide professional service
  • standards and solutions to questions and enquiries
  • Assist in checking in VIP guests
  • Escort guests to their rooms and explain hotel facilities
  • Attend promptly to customers' inquiries and assist them with their needs.
  • Assist with answering the telephone at the concierge desk and porte cochere
  • Handle guest complaints, and escalate when required.
  • Log the day's activities in a logbook to ensure that the next person on duty is familiar with everything that needs extra attention.
  • Be present in the hotel lobby and maintain proper decorum at all times.
  • Promotes and upsells the facilities of the hotel and knows the surrounding areas when asked for directions.

Stakeholder Engagement

  • Communicate and update the business unit and relevant departments with regards special requests.
  • Build effective internal relationships to ensure synergy of guest experience
  • Follow up with internal departments to ensure that guest requests are met on time

Equity:

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.