Guest Relations Officer

SUMMARY:
A luxury lodge and spa in the heart of the Cape Winelands is seeking a polished and experienced GUEST RELATIONS OFFICER (FIXED TERM) to join their team.

POSITION INFO:
This role suits a detail-driven front-of-house professional who can guide guests smoothly from arrival to departure, while stepping in to support colleagues across the lodge, spa and restaurant as needed. Core Criteria: Hospitality certificate or diploma 2 to 3 years' experience in a similar guest relations or front office role Strong computer literacy and excellent administrative skills Excellent written and verbal English, in person and telephonic Comfortable engaging with high-end, discerning guests Well-presented, friendly, and naturally warm Punctual, self-disciplined, and extremely detail-oriented Proactive team player who works respectfully with all departments, across cultures and beliefs Reliable transport to and from work Core Responsibilities: Welcome guests and introduce them to the lodge and spa Check guests in and out Pass guest information on to the relevant departments Assist guests with bookings, tours and transfers, and build tailored itineraries Ensure guest information and rates are accurate Update guest profiles on the property management system Prepare welcome letters and registration cards Manage the daily itinerary day sheet, guest call log, calls and guest concerns Act as liaison for outside guests and support the restaurant when needed Assist reservations with lodge bookings and messages Assist with lunch and dinner bookings on the dining reservation system Ensure all transfers are booked, tracked and charged Support the spa and housekeeping teams when required Report maintenance concerns to the manager on duty Complete thorough handovers with the night auditor and early or late shift guest relations team Cover two night audit shifts per month On Offer: Fixed-term contract