Guest Liaison

This role is primarily administrative, focusing on pre-arrival planning, compiling tailored itineraries, and coordinating guest requirements. The position also includes guest interaction when required, along with support to the Lodge Reservations function.

Core Criteria:

• A qualification in Hospitality, Travel, or Tourism would be advantageous
• 2-3 years experience in a concierge, guest relations, or reservations environment preferred
• Working knowledge of PMS systems
• Strong computer literacy, including MS Outlook, Word, and Excel
• Fluent in English; additional language skills would be beneficial
• Comfortable engaging with high-end, discerning clientele
• Strong administrative skills with excellent attention to detail

Core Responsibilities:

• Manage and respond to all guest emails and reservation enquiries accurately and within a 2-hour turnaround time
• Coordinate and arrange guest requirements, including restaurant bookings, tours, and transfers
• Maintain a thorough understanding of all rates, including standard, promotional, and contracted offerings
• Review daily bookings ahead of arrival to ensure accuracy and all confirmations are in place
• Utilise guest history profiles effectively to enhance personalisation and service delivery
• Handle all Special Attention Guest requests with precision, ensuring expectations are met or exceeded
• Oversee daily arrival preparations and distribute arrival communications to all departments by 10h00
• Compile and update booking notes on a rolling two-week cycle, ensuring all relevant details are current
• Assist with Lodge Reservations duties as required

This is a live-out position.