Guest Relations Officer – Luxury Hotel

About the role

The Guest Relations Officer (GRO) at The Silo Hotel delivers courteous, efficient service to ensure every guest feels welcomed and well‑cared for throughout their stay. Acting as the primary point of contact, the GRO builds strong relationships and upholds the hotel’s purpose of providing a complete experience and a perfect stay.

Key responsibilities

• Handle guest queries via phone, email and in‑person, arranging assistance as needed.
• Provide information on local attractions, facilities, services and activities.
• Prepare guest arrivals the day before, noting special requests and updating the Opera booking system.
• Deliver daily hotel services such as wake‑up calls, newspaper delivery, welcome letters, weather cards and billing.
• Manage reservations for restaurant, tours and transfers.
• Answer and screen all switchboard calls, relay messages and coordinate with other departments.
• Liaise with travel agents to ensure a seamless guest experience.
• Review daily itineraries, confirm bookings and share preferences with relevant teams.
• Assist guests with departure logistics, including transport, flight confirmations, luggage handling and other services.

Required profile

• Tertiary degree or diploma in Hospitality Management.
• Minimum 2 years experience in a 5‑star hotel environment, including front‑desk duties.
• Proficiency with the Opera property management system at operator level.
• Strong written and verbal communication skills.
• Ability to multitask, work under pressure and maintain high attention to detail.
• Flexibility to work shifts and collaborate effectively within a team.
• South African citizenship is advantageous; a valid work permit is required for non‑citizens.

Required skills

• Opera PMS (operator level)
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Outlook