Guest Relations assistant

1. Role Objective

Provide and enhance an exceptional guest experience, focusing on the smallest of gestures, leading onto going the extra mile. You must also strive to inspire the team in all areas of guest services and ensure that each and every guest receives a memorable service.

Duties Roles and Responsibilities

1. Responsible for the provision of a seamless guest experience by providing considered and personalised service
2. In collaboration with the line Manager, review and improve the guest journey in response to guest feedback.
3. To ensure a high level of engagement with guests throughout their stay to make them feel at home and to create a warm experience
4. Support the reception and concierge teams
5. Ensure all VIPs are flagged accordingly with the correct VIP status, traces & amenities applied on Hart and to conduct research on each guest
6. Provide appropriate welcome messages to the guests to ensure special occasions are recognized Ensure the VIP arrivals list is up to date and prepared one week in advance and that any relevant information is communicated to the necessary departments
7. Update guest profiles in HART and proactively use the information stored to support the guest experience, improving and personalising the guest journey accordingly.
8. Handle and oversee complaints, ensuring appropriate action is taken to resolve these and to ensure guest satisfaction is maintained, concluding with guest follow-up.

Educational Qualifications

Diploma / University Degree

Experience

3-5 years of experience.

The applicant should have strong knowledge of port regulations.