Guest Relations Officer

About the role

A prestigious luxury wine estate in Stellenbosch is looking for a polished and personable Guest Relations Officer to join its team. The successful candidate will play an important role in creating a warm and memorable experience for every guest. This position suits a hospitality professional who takes pride in delivering thoughtful, personalised service within a luxury environment.

Key responsibilities

• Welcome guests warmly and professionally on arrival
• Assist with guest enquiries, requests and general information
• Build positive relationships with guests throughout their visit
• Provide personalised recommendations regarding the estate’s facilities and experiences
• Coordinate guest arrangements with relevant departments
• Assist with restaurant, activity and other guest reservations
• Respond promptly and professionally to telephone, email and in‑person enquiries
• Anticipate guest needs and ensure special requests are communicated correctly
• Handle guest concerns with care, discretion and a solution‑focused approach
• Maintain accurate guest information and update relevant systems
• Liaise closely with Front Office, Housekeeping, Food and Beverage and other operational departments
• Assist with VIP arrivals, special occasions and personalised guest experiences
• Promote the estate’s facilities, services and experiences
• Maintain the high presentation and service standards expected within a luxury property

Required profile

• Previous guest relations, front office, reception or reservations experience within a luxury hotel, lodge or wine estate
• A relevant hospitality qualification would be advantageous
• Excellent spoken and written English
• A second language, particularly Afrikaans, would be advantageous
• Strong communication and interpersonal skills
• Professional appearance and polished presentation
• Good computer literacy and experience with hospitality systems
• Strong administration and attention to detail
• Able to remain calm and professional when dealing with guest concerns
• Willing to work shifts, weekends and public holidays
• Reliable transport to and from Stellenbosch

Required skills

• Hospitality systems
• Computer literacy