
Guest Service Coordinator
3 days ago
Job Summary:
We are seeking a highly skilled Guest Relations Supervisor to join our team at Hyde Johannesburg Rosebank. The successful candidate will be responsible for providing exceptional guest service and ensuring that all guests have a memorable experience during their stay with us.
Key Responsibilities:
- Guest Feedback and Satisfaction: Monitor guest feedback and implement improvements to enhance guest satisfaction. Address and resolve guest complaints or issues efficiently, maintaining a professional and positive demeanor.
- Warm Welcome and Personalized Service: Ensure that all guests receive a warm welcome and enjoy their stay with the finest personal service.
- Confidentiality and Guest Privacy: Ensure the privacy of the guests and the confidentiality of the information is respected.
- Follow-up Actions: Take follow-up actions to exceed guest expectations and build loyalty.
- Requests and Complaints: Take care of all requests and complaints when necessary.
- Coordination and Communication: Coordinate with reservation for future important arrivals and notify the Guest Relations Manager.
- House Rules and Regulations: Enforce the observance of house rules and regulations.
- Guest Relation Issues: Coordinate and guide the Guest Relation issues and cooperate with Guest Service Agent.
- Guest Activities: Concentrate on guest activities like coordinating happy hours or meeting with important VIP guests.
- Collaboration and Teamwork: Collaborate with other departments, including housekeeping, concierge, and F&B, to ensure seamless guest experiences.
- Record Keeping: Maintain accurate records of guest preferences, complaints, and service recovery initiatives.
- Service Standards: Ensure all guest service activities align with the resort's policies, brand standards, and luxury service expectations.
- Procedures and Safety: Know and follow the fire and safety procedures of the hotel.
- Additional Duties: Perform other duties assigned by Guest Relations Manager.
Requirements:
- Bachelor's degree in Hospitality Management or a related field preferred.
- Minimum 3 years in guest relations supervisor role in a luxury hotel/resort.
- Excellent communication and organization skills.
- Excellent reading, writing, and oral proficiency in English Language.
- Strong interpersonal and problem-solving abilities.
- Ability to work within a team.
- Ability to focus attention on guest needs, remaining calm and courteous at all times.
What We Offer:
- Competitive salary and benefits package.
- Opportunity to work in a luxury hospitality environment with an international brand.
- Professional growth and development opportunities within the All-Inclusive Collection.
- A dynamic and supportive work environment, where innovation and service excellence are prioritized.
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