About Company
Polana Serena Hotel is an iconic landmark of luxury and hospitality located in Maputo, Mozambique. With a rich history dating back to 1922, the hotel offers a unique blend of colonial charm and contemporary comfort. Part of the prestigious Serena Hotels portfolio, we are renowned for our exquisite architecture, lush gardens, opulent interiors, and world-class service. We provide a sophisticated haven for both business and leisure travellers, featuring fine dining, a serene spa, conference facilities, and breathtaking views of Maputo Bay. Our commitment to excellence ensures every guest experiences unparalleled elegance and authentic Mozambican warmth, making Polana Serena Hotel a cornerstone of premium hospitality in the region.
Job Description
Are you passionate about delivering unparalleled guest experiences and thrive in a dynamic, luxury environment? Polana Serena Hotel, a landmark of grandeur and elegance in Maputo, is seeking a dedicated and charismatic Guest Relations Aide to join our esteemed team. Nestled in the vibrant heart of Maputo, Polana Serena Hotel has a rich history of offering sophisticated comfort and world-class service, making every guest stay an unforgettable journey. We are more than just a hotel; we are a destination where Mozambican warmth meets international luxury standards.
As a Guest Relations Aide, you will be the welcoming face and primary point of contact for our valued guests, playing a pivotal role in shaping their perception and satisfaction from the moment they arrive until their departure. You will be instrumental in creating an atmosphere of genuine hospitality, ensuring that every guest feels recognized, valued, and catered to with the utmost professionalism and personal attention. Your day will involve anticipating needs, resolving requests with swift efficiency, and providing insightful recommendations that enhance their stay, whether it’s arranging bespoke tours, securing restaurant reservations, or simply engaging in friendly conversation.
This full-time position requires an individual who possesses an innate ability to connect with people from diverse backgrounds, a keen eye for detail, and an unwavering commitment to service excellence. You will navigate various guest inquiries, from the routine to the unexpected, always maintaining composure and a positive, problem-solving attitude. Collaboration is key; you will work closely with the front desk, concierge, housekeeping, and food and beverage teams to ensure seamless service delivery and swift resolution of any guest concerns.
Polana Serena Hotel prides itself on its legacy of luxury and its contribution to Maputo’s vibrant tourism sector. Joining our team means becoming part of a family dedicated to upholding these standards, offering ample opportunities for professional growth and personal development within the prestigious Serena Hotels group. If you are a proactive, empathetic, and highly organized individual with a flair for hospitality and a desire to contribute to an iconic establishment, we invite you to embark on a rewarding career journey with us, ensuring every guest leaves with cherished memories of their time at Polana Serena Hotel.
Key Responsibilities
- Greet and welcome guests upon arrival, ensuring a warm and personalized check-in experience.
- Proactively assist guests with inquiries, requests, and concerns, providing timely and effective solutions.
- Provide comprehensive information about hotel services, facilities, local attractions, and transportation options.
- Handle guest feedback and complaints with professionalism and empathy, escalating issues when necessary to ensure guest satisfaction.
- Coordinate with various hotel departments (Front Desk, Housekeeping, Concierge, F&B) to fulfill guest needs efficiently.
- Maintain accurate guest records, preferences, and special requests to enhance personalized service.
- Assist with special arrangements for VIPs, long-stay guests, and guests celebrating special occasions.
- Conduct daily walk-throughs to ensure public areas are clean, tidy, and welcoming.
- Promote hotel loyalty programs and provide information on future bookings.
Required Skills
- Fluent in Portuguese and English (verbal and written).
- Exceptional interpersonal and communication skills.
- Strong customer service orientation and a proactive approach to guest satisfaction.
- Excellent problem-solving and conflict resolution abilities.
- Proficiency in Microsoft Office Suite and hotel property management systems (PMS).
- Ability to work effectively in a fast-paced, multicultural environment.
- Professional appearance and demeanor at all times.
Preferred Qualifications
- Diploma or degree in Hospitality Management, Tourism, or a related field.
- Prior experience (minimum 1 year) in a guest relations, front office, or concierge role, preferably in a 4- or 5-star hotel.
- Knowledge of additional languages (e.g., French, Swahili).
- Familiarity with local culture, attractions, and amenities in Maputo.
Perks & Benefits
- Competitive monthly salary.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and career advancement within Serena Hotels.
- Complimentary staff meals during shifts.
- Discounts on hotel services and stays within the Serena Hotels portfolio.
- A supportive and inclusive work environment.
- Contribution to a leading luxury hospitality brand.
How to Apply
If you are ready to elevate your career in hospitality and become part of a legacy of excellence, we encourage you to apply. Please click on the application link below to submit your resume and cover letter directly through our careers portal. We look forward to reviewing your application and potentially welcoming you to the Polana Serena Hotel family.