Guest Relations Officer – Luxury Hospitality

About the role

An exclusive luxury hospitality property in the Stellenbosch Winelands is looking for a warm, professional and service‑driven Guest Relations Officer to join its team. The successful candidate will ensure every guest enjoys a seamless experience from arrival through to departure, creating memorable, personalised experiences.

Key responsibilities

• Welcome guests and introduce them to the property and its facilities.
• Manage guest check‑ins and check‑outs professionally.
• Share relevant guest information with the appropriate departments.
• Assist guests with restaurant bookings, tours, transfers and other arrangements.
• Create and manage personalised guest itineraries.
• Maintain the daily guest itinerary sheet and guest call log.
• Respond to guest calls, requests and concerns promptly.
• Assist the Reservations team with guest bookings and messages.
• Complete detailed handovers between the early, late and night shifts.
• Report urgent guest matters or operational concerns to the Manager on Duty.
• Complete approximately two Night Audit shifts per month.
• Support colleagues and contribute to the smooth running of the guest experience.

Required profile

• A relevant hospitality certificate or diploma.
• At least 2–3 years’ experience in a similar guest relations or front office role.
• Strong computer literacy and administration skills.
• Excellent written and verbal English communication skills.
• A genuine passion for hospitality and guest service.
• Confident and comfortable when assisting distinguished clientele.
• Warm, friendly, helpful and outgoing personality.
• Professional and well‑presented.
• Excellent interpersonal and customer service skills.
• Exceptional attention to detail.
• Proactive, punctual, disciplined and dependable.
• Able to work well as part of a team.
• Reliable transport to and from work.
• Willingness to work flexible hospitality shifts, including occasional Night Audit duties.