The Guest Relations Officer serves as the first point of contact for lodge guests, delivering a warm, welcoming, and memorable arrival and departure experience. This role ensures high levels of guest satisfaction through proactive service, effective communication, problem-solving, and seamless coordination between departments.
Key Responsibilities
Guest Experience
- Welcome guests on arrival, assist with check-in and check-out.
- Provide lodge information, answer questions, and handle special requests.
- Ensure a friendly, professional, and efficient guest journey at all touchpoints.
- Collect guest feedback and ensure follow-up on concerns.
Guest Issue Resolution
- Manage guest complaints and queries promptly and effectively.
- Act as a liaison between guests and internal teams to resolve issues quickly.
- Maintain accurate guest information and communication logs.
Operational Coordination
- Review arrival, occupancy, and VIP reports, ensuring room allocations and special requests are prepared.
- Monitor PMS and reservation systems.
- Coordinate with Housekeeping and other departments for guest requirements.
- Ensure smooth handling of VIP arrivals, pre-registrations, and departures.
Administration
- Complete daily reports, logs, and operational checklists.
- Maintain compliance with lodge policies, grooming standards, and SOPs.
- Keep updated knowledge of lodge offerings, promotions, and competitor landscape.
Requirements
- Hospitality qualification or relevant experience preferred.
- Strong customer service and interpersonal skills.
- Excellent communication skills (English – written & verbal).
- Ability to work under pressure in a busy lodge environment.
- Professional, well-presented, organised, and detail-oriented.
- Positive attitude with strong teamwork and problem-solving abilities.
- Ability to work shifts, weekends, public holidays and evenings.
- Able to travel to Johannesburg for in-person interviews (no virtual interviews).
Additional Information
- Entry-level position.
- Provident fund (5%) – compulsory.
- Medical aid (Discovery Classic Saver or below) – optional.
- Live-in single accommodation only
- Meals provided on duty.
- Candidates must be able to relocate.
Send Applications to talent@ziyanagroup.com
