Guest Relations Officer – Luxury Hotel

About the role

The Guest Relations Officer will be the primary point of contact for guests, ensuring an exceptional experience throughout their stay at a prestigious luxury hotel. This full‑time position involves handling guest queries, coordinating VIP services, and collaborating closely with internal departments to maintain high service standards.

Key responsibilities

• Maintain and update guest profiles, ensuring accuracy of all information.
• Familiarise with daily operations, including group arrivals, return guests, VIP guests and gifting requirements.
• Coordinate VIP gifting, welcome letters and special requests.
• Monitor guest reviews on relevant platforms and relay concerns to appropriate departments.
• Liaise with industry partners and service operators as needed.
• Attend to guest needs, queries and complaints promptly and professionally.
• Assist with guest payments, after‑departure services and reservations when the Reservations Department is unavailable.
• Promote and sell hotel facilities to in‑house and prospective guests.
• Provide ad‑hoc assistance to Front Office and Rooms Division and ensure compliance with departmental policies.

Required profile

• Grade 12 / Matric qualification.
• Hospitality Management Diploma or Certificate.
• Minimum 2 years’ experience in a similar hotel role.
• Fluent written and spoken English; additional languages are advantageous.
• Professional, well‑groomed appearance with strong communication and guest‑relations skills.
• Ability to work independently, as part of a team, and remain calm under pressure.
• Willingness to work shifts and occasional overtime.

Required skills

• Excellent knowledge of Microsoft Office.
• Experience with INFOR Front Office (cashiering functions advantageous).
• Cashiering proficiency.

What we offer

• Competitive remuneration package – details to be discussed.