Guest Relations Officer at The 99Edge

Job Description

We are looking for a vibrant and organised Guest Relations Officer who has a passion for creating exceptional experiences for our guests. The successful candidate will act as the first point of contact for all of our guests. 

Responsibilities​

• Manage large amounts of incoming requests or calls 

• Assist potential guests with the reservation process

• Manage all accounts on booking platforms

• Provide accurate, valid and complete information by using the right methods/tools

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

• Keep records of customer interactions, process customer accounts and file documents

• Collate and manage database

• Establishing and maintaining excellent and trusted relationships with our guests

• Promoting our additional services to new and existing customers.

• Acting as a communication hub between guests and team members

• Informing guests about updates of services

• Providing reports to supervisor on the guest activities

• Prepare monthly reports on all apartments

Requirements

• Proven customer support experience or experience as a Client Service or customer support representative in a high-volume environment.

• Strong phone contact handling skills and active listening

• Familiarity with CRM systems and practices

• Customer orientation and ability to adapt/respond to different types of characters

• Excellent communication and presentation skills

• Ability to multi-task, prioritise, and manage time effectively