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Waterpark Guest Relations Officer - Seasonal (Port Edward)

Waterpark Guest Relations Officer - Seasonal (Port Edward)

Sun InternationalZA
30+ days ago
Job description

Job title : Waterpark Guest Relations Officer - Seasonal (Port Edward)

Job Location : KwaZulu-Natal,

Deadline : September 29, 2025

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Description

Main Purpose of the Job :

  • Responsible to provide exceptional, personalised customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is worth remembering

    • Work Conditions and special requirements

  • Ability to work shifts that meet operational requirements
  • Physically able to move around as per job requirements
  • Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements

    • Core Behavioral Competencies

  • Dealing with Customers
  • Problem solving
  • Developing relationships
  • Checking
  • Collecting information
  • Verbally informing
  • Team Co-operations

    • Technical / proficiency competencies

    Knowledge

  • OE usage and storage
  • Waterpark, Operations and Hotel Product Knowledge (facilities and activities)
  • Communication skills

    • Skills

  • Basic PC skills
  • Basic knowledge of Opera

    • Key Performance Areas

    Customer Service Preparation

  • Identify issues with regards to the Waterpark appearance / functioning of equipment and systems
  • Check overall cleanliness of the Waterpark
  • Check and restock information brochures
  • Review the arrival and VIP lists daily and understands special requirements
  • Assist in preparing and distributing welcome / VIP amenities.
  • Be familiar with the Waterpark facilities, promotions, and activities

    • Service Execution

  • Greet all guests with a friendly smile, acknowledge on arrival, and departure and always treat guests with respect
  • Interact with guests and provide professional service standards and solutions to questions and enquiries
  • Assist in checking in VIP guests at Waterpark
  • Escort guests to VIP section and explain facilities
  • Attend promptly to customers' inquiries and assist them with their needs.
  • Assist with answering the telephone at the concierge desk and porta cochere
  • Handle guest complaints and escalate when required.
  • Log the day's activities in a logbook to ensure that the next person on duty is familiar with everything that needs extra attention.
  • Be present and always maintain proper decorum.
  • Promotes and upsells the facilities of the Waterpark and knows the surrounding areas when asked for directions.

    • Stakeholder Relationship Management

  • Communicate and update the business unit and relevant departments with regards special requests.
  • Build effective internal relationships to ensure synergy of guest experience
  • Follow up with internal departments to ensure that guest requests are met on time

    • Job Complexity

    Planning

  • Planning is generally on a daily to weekly basis within regular activity cycles.
  • Work within set policy, procedures, system parameters and internal controls
  • Manages one's time and resources to ensure that objectives are achieved effectively and on time.

    • Decision Making

  • Interprets customer requirements in terms of services available and the applicable constraints
  • Takes initiative in making decisions which are made within limits of authority.
  • Considers all the facts, options and possible outcomes prior to making decisions.
  • Works independently, and is orientated towards solving customer queries.

    • Problem Solving

  • Takes ownership of customer requests and requirements.
  • Follows laid-down policies and procedures at all times.
  • Operates within rules, regulations, system parameters and internal controls.
  • Interprets customer requirements in terms of services available and applicable constraints.
  • Refers problems falling outside parameters to the team leader / manager for resolution.

    • Requirements

    Education, experience and competencies required :

  • Matric / Grade 12
  • Grade 12 preferred or Grade 10 (with minimum of 2 years relevant experience as a hostess)
  • 2 years’ experience in a customer service environment
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