Sun International Vacancies

Guest Liaison Officer

The Guest Liaison Officer is responsible for being the point of contact for all guest queries, co-ordinating guest activity requests and providing exceptional, personalised customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is worth remembering

2 years experience in a customer service environment, preferably in a hotel environment

Work conditions and special requirements:

Ability to work shifts that meet operational requirements
Physically able to move around, and stand for extended periods of time
Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements
Knowledge of an additional language (relevant to market) is an advantage
Guest Liaison Officers will be scheduled and rotated between reception and guest relations on different shifts, as per roster

Core behavioural Competencies:

Technical/Proficiency competencies:

Prepared Work stations:

Identify issues with regards the floor appearance/ functioning of equipment and systems
Check overall cleanliness of the front of house areas
Check and restock information brochures
Review the arrival and VIP lists daily and understands special requirements
Assist in preparing and distributing welcome / VIP amenities.
Be familiar with the hotel and resort facilities, promotions and activities

Coordinated Guest Activities:

Attend promptly to customers’ enquiries and assist them with co-ordinating activities during their stay including:

Liaise with suppliers in co-ordinating guest activities
Provide feedback to guests with regards confirmation of arrangements of leisure activities or any challenges experienced
Assist with answering the telephone at the concierge desk and porte cochere
Handle guest complaints and escalate when required.
Log the day’s activities in a logbook to ensure that the next person on duty is familiar with everything that needs extra attention.
Be present in the hotel lobby and maintain proper decorum at all times.
Escort guests to their rooms and explain hotel facilities
Promotes and upsells the facilities of the hotel and knows the surrounding areas when asked for directions

Delivered Reception Services:

Acknowledge and greet all guests with a friendly smile and treat guests with respect at all times
Interact with guests and complete procedures on guest’s check-in and check-out of the hotel; including cutting of keys; preparing bills and taking payments, etc.
Take and pass on messages to guests
Deal with special requests from guests (like booking theatre tickets or storing valuable items)
Inform guests of the services and accommodation rates in the hotel
Build good relationship and rapport with guests to make them feel comfortable and address any complaints they might have in a very courteous manner to protect the image of the hotel.
Keep clear and comprehensive records of guest room bookings and all billings for accountability and future reference.

Stakeholder Engagement:

Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times
Interact with guests and provide professional service standards and relevant solutions
Identifies guests and understand their preferences
Educate guests on business unit facilities, products and current promotions
Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
Communicate and update the business unit and relevant departments, as well as external suppliers with regards special requests.
Build effective internal and external relationships to ensure synergy of guest experience

All the best with your applications