Guest Relations Officer (GRO) at Work Better Africa

Position Summary

• Responds to communications from guests,travel agents, and referral networks concerning reservations arriving by mail, telephone, or through a central reservation system.
• Creates and maintains reservation records-usually by date of arrival and alphabetical listing prepares letters of confirmation and promptly processes any cancellations and modifications.

Duties and Responsibilities

• Knows the type of rooms available as well as their location and layout.
• Knows the selling status, rates, and benefits of all package plans.
• Attend to all Enquiries from guests via phone calls and email
• Attend to all guests’ complaints timely.
• Attend to guest requests for reservation
• Keep guests’ records
• Acts as a liaison between guests and other departments
• Attends to all correspondence from other organizations and agencies.
• Knows the credit policy of the hotel and how to code each reservation.
• Creates and maintains reservation records by date of arrival and alphabetical listing.
• Prepares letters of confirmation.
• Processes cancellations and modifications and promptly relays this information to the front desk.
• Understands the hotel's policy on guaranteed reservations and no-shows.
• Processes advance deposits on reservations.
• Tracks future room availabilities on the basis of reservations.
• Helps develop room revenue and occupancy forecasts.
• Prepares expected arrival list for front office use.
• Assists in preregistration activities when appropriate.
• Monitors advances deposit requirements.
• Handles daily correspondence. Responds to inquiries and makes reservations as needed.
• Makes sure that files are kept up to date.
• Maintains a clean and neat appearance and work area at all times.
• Promotes good will by beings courteous, friendly, and helpful to guests, managers, and fellow employees.
• Tracks future room availability on the basis of reservations, and helps develop forecasts for room revenue and occupancy.
• To be aware of all front office procedures and assist with reception duties when required.
• To be fully aware of and adhere to health and safety, fire and bomb threat procedures.
• Perform any other work as and when assigned by the management.

Prerequisites
Education:

• A Bachelor Degree or its equivalent.
• Must speak, read. Write, and understand the English Language.

Experience:

• At least three-year work experience. Previous hotel-related experience is an added advantage. Experience in Hotel software and its functionalities.