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Job Summary
Guest Relations Officer / Guest Group Representative required for a Lodge in the Bela Bela region. Key Responsibilities: 1. Logistics & Arrival Coordination Meet and greet groups at the designated airport (OR Tambo/Lanseria) and manage the "Welcome" experience during the transfer. Conduct a professional briefing during the journey or upon arrival regarding lodge rules, safety, and the scheduled program. Coordinate with the Front Office to ensure all room keys, welcome drinks, and registration documents are pre-prepared for a "express check-in." 2. Group Itinerary Management Act as the primary, 24/7 point of contact for the Group Leader/Tour Guide. Facilitate specific group requirements, such as private boma dinners, dedicated game drive vehicles, or conference room setups. Ensure all meal times and activity departures (game drives/bush walks) are strictly adhered to by the group. 3. Quality Control & Service Recovery Monitor all group touchpoints (dining, rooms, activities) to ensure the Lodge’s 4-star standards are met. Handle immediate complaints or special requests (e.g., dietary requirements, birthday surprises) to ensure service recovery happens on the spot. 4. Administrative & Billing Support Verify group rooming lists and cross-check them against actual arrivals. Oversee the group’s "extras" billing (bar accounts, spa treatments) to ensure a smooth, dispute-free check-out process. Key Performance Indicators (KPIs) Group Satisfaction Score (GSS): Achieving a minimum 90% positive rating on post-stay group feedback forms. Punctuality: 100% success rate in meeting groups at the airport and ensuring on-time departures for lodge activities. Billing Accuracy: Zero discrepancies between the final group invoice and the services rendered. Lead Generation: Identifying and reporting potential repeat business or corporate leads to the Sales Team. Minimum Requirements: Experience: Minimum 2–3 years in a Guest Relations (GRO) or Front Office role, specifically within a 4 or 5-star lodge or hotel environment. Education: Grade 12 (Matric) is essential; a Diploma in Hospitality or Tourism Management is highly preferred. Driver’s License: Valid South African Driver’s License with a Professional Driving Permit (PrDP) is mandatory for guest transfers. Communication: Exceptional verbal and written English skills. Ability to speak a second local or international language is a major advantage. Technical Skills: Proficiency in Property Management Systems (e.g., PANstrat or Opera) and the Microsoft Office Suite. Physical & Personality: Must be highly presentable, energetic, and capable of working long, flexible hours including weekends and public holidays.
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