Guest Relations Officer; FTC

Job Advert Summary

Queen Victoria Hotel is searching for a fixed term Guest Relations Officer who will be responsible for providing an exceptional guest experience by ensuring every interaction is warm, professional, and efficient. The Guest Relations Officer acts as the face of the hotel, maintaining high service standards, handling guest requests, and ensuring seamless coordination between departments to enhance guest satisfaction.

• Grade 12 (Matric) or equivalent qualification.
• A tertiary qualification in Hospitality Management or similar (advantageous).
• Minimum 1–2 years’ experience in Front Office or Guest Relations within a 4–5 star hotel environment.
• Proficiency in property management systems (e.g., Opera, Protel, or similar) and MS Office Suite.
• Excellent verbal and written communication skills.
• Strong interpersonal and customer service orientation.
• Attention to detail with high levels of accuracy and initiative.
• Professional, well-presented, and confident demeanor.
• Organised and able to manage multiple priorities effectively.
• Ability to work independently and as part of a team.
• Flexible to work shifts, weekends, and public holidays as required

Guest Service & Experience

• Welcome and assist all guests in a courteous, professional, and engaging manner.
• Maintain positive guest relationships and ensure consistent delivery of world-class service.
• Handle guest enquiries, requests, and complaints promptly and effectively, ensuring timely resolution or escalation when required.
• Ensure all guest profiles, preferences, and feedback are accurately recorded and communicated to relevant departments.
• Maintain a visible presence in the lobby and public areas to interact proactively with guests.

Front Office Operations

• Support the Front Office and Duty Managers in daily reception procedures using the property management system (PMS).
• Accurately record, process, and file all guest information, correspondence, and registration details according to company standards.
• Allocate rooms effectively to facilitate smooth communication and cooperation between Front Office and Housekeeping.
• Ensure all billing and financial procedures are completed accurately and in line with company policies.

Administrative & Compliance

• Ensure all standard operating procedures (SOPs), policies, and company guidelines are consistently adhered to.
• Maintain the appearance and professional standard of the Front Office area at all times.
• Safeguard all confidential guest and company information.
• Assist with compiling guest reports, feedback summaries, and incident logs where required.

Health, Safety & Hygiene

• Promote a safe and secure environment for guests and staff by following health and safety regulations.
• Ensure the highest hygiene standards are maintained throughout the Front Office and guest interaction areas.

Additional Duties

• Assist with special projects, guest events, or functions as required by management.
• Perform any reasonable task or duty as assigned to support overall hotel operations.