Guest Relations Liaison

About the role

The Guest Relations Liaison oversees all aspects of guest relations to maximise satisfaction in a hotel environment. The role involves direct interaction with VIP guests, handling complaints, and ensuring that all members receive their entitled benefits. It supports the Front Office team and contributes to the hotel’s reputation for exceptional service.

Key responsibilities

• Escort VIP arriving guests to their rooms and ensure rooms meet allocated standards, amenities and special requests.
• Handle guest complaints and feedback, following standards for action, follow‑up and recording.
• Maintain transparent communication with Front Office Manager, Assistant Front Office Manager and other departments to resolve guest requests efficiently.
• Prepare pre‑arrival emails, conduct pre‑arrival meetings and manage the guest history system.
• Oversee the Switchboard Office to guarantee continuous coverage.

Required profile

• Matric (grade 12) essential.
• Previous experience in a Front Office role within a hotel.
• Excellent communication skills in English; additional languages are an advantage.

Required skills

• Strong computer literacy and familiarity with Opera PMS (or similar property management systems).
• Polished telephone etiquette and the ability to remain calm and courteous under pressure.