O&L Leisure is recruiting a Guest Relations Officer, in Swakopmund, Namibia.
Description
- To drive the anticipatory and seamless VIP/Repeat/All Guest Journey from point of reservation confirmation to the stay experience and all the way to departure
Duties
- Welcome customers/guest and monitor the overall experience to ensure the service offered create unforgettable, unique experience
- Operate inimitable Customer Experience and Quality Assurance Initiatives
- Provide guests with quality service by monitoring staff assignments and responsiveness and seeking opportunities to communicate with guests to personalize the service
- Provide personalized guest service based on preferences and ensures an ever-lasting bonding is created with guests
- Maintain the TLV (Temperature, lights, and Volume) to ensure guest experiences of luxury standards
- Coordinate with the Guest Experience Host on food and beverage services activities where required
- Accompany VVIP/VIP groups to excursions when requested
- Encourage guests to book the hotel activities and meals through upselling
- Provide the front office team with the necessary tools and information for upselling purposes
- Prepare a guest feedback report for all room feedback cards per department and share with management
- Arrange and do curtesy calls to guests in house and arrivals and record in a curtesy call log sheet
Requisites
- Diploma in Hospitality management
- Minimum 2 years’ experience in guest relations/customer service or similar environment
- Knowledge of OPERA
- Excellent knowledge of local attractions and establishments
- Polite, friendly, and self-assured attitude
- Skills in multitasking and good time-management
- Restaurant experience will be an added advantage
- Competencies:
- Lives the O&L Values
- Leads Growth
- Takes Bold Stands
- Causes Alignment
- Being Authentic
- Inspires Innovation
- Deliver Extraordinary results
Notes
- Only shortlisted applicants will be contacted