Senior Guest relations officer

WERE HIRING: Senior Guest Relations Officer

Key Responsibilities

Guest Experience & Service Excellence

• Serve as the primary point of contact for guests from pre-arrival to post-departure anticipating needs and personalising stays where possible.
  

• Proactively resolve guest complaints and service recovery situations with professionalism and judgment.
  

• Provide high-level local recommendations and arrange exclusive experiences dining and transport for discerning guests.
  

Housekeeping & Standards Oversight

• Supervise and coordinate housekeeping staff to ensure all rooms and public areas meet luxury cleanliness and presentation standards.
  

• Conduct regular room inspections and address maintenance or styling issues immediately.
  

• Train and mentor housekeeping team members on service expectations and attention to detail.
  

Breakfast Service & Quality Control

• Oversee the preparation and presentation of breakfast service ensuring consistency quality and adherence to brand standards.
  

• Step in to prepare or plate breakfast when required particularly during busy periods or staff shortages.
  

Reservations & Systems Management

• Manage all reservations guest communications and room allocations using Nightbridge (or similar PMS).
  

• Ensure accurate guest data entry and special request tracking.
  

Financial Administration

• Handle daily invoicing payment processing and basic financial reconciliation using Zoho Books.
  

• Assist with petty cash control supplier invoice verification and end-of-day reporting.
  

Sales & Marketing Initiatives

• Drive turnover with marketing and sales initiatives including promotions bundles local partnerships social media execution and advertisement.
  

• Identify opportunities to increase average spend per guest through up-selling and add-ons.
  

• Collaborate with management to develop and implement local marketing strategies.
  

Transport & Logistics Coordination

• Arrange guest transport (airport transfers local travel tours) with trusted service providers ensuring punctuality and guest satisfaction.
  

Team Leadership & Shift Management

• Act as shift leader in the absence of the General Manager delegating tasks and ensuring smooth daily operations.
  

• Identify operational inefficiencies and suggest improvements to management
  

Requirements

Experience

• Minimum 46 years of front-of-house or guest relations experience in a luxury boutique hotel guest house or high-end hospitality environment.
  

• Proven experience supervising housekeeping or guest facing teams.
  

• Demonstrated ability to handle guest complaints service recovery and VIP guest management independently.
  

Systems & Technical Skills

• Essential: Proficiency with Nightbridge (or similar PMS such as Semper ResRequest or Opera).
  

• Essential: Working knowledge of Zoho Books (or similar accounting/invoicing software such as QuickBooks or Xero).
  

• Strong Microsoft Office skills (Word Excel Outlook PowerPoint) for reporting and communication.
  

Marketing & Sales

• Experience driving sales and marketing initiatives through promotions social media and advertising (advantageous).
  

Qualifications

• Hospitality diploma or degree (preferred but not essential if experience is strong).
  

• Additional certification in front office management revenue management or guest service excellence (advantageous).
  

Kindly note that this is a live- out position that requires flexiblity to work shifts weekends and early mornings (Breakfast service starts early).

If you are interested we would love to hear from you. Please send your CV and a brief cover letter (max 1 page) outlining:

• Your relevant experience in luxury hospitality
  

• Your proficiency with Nightbridge and Zoho Books
  

• Why you are ready for a senior guest relations role