Guest relationship Expert

NURA South Africa, a collaboration between Fujifilm, a global leader in cutting-edge intelligent imaging and medical technologies, and Dr Kutty's Healthcare, an institution with deep roots in the healthcare space, is seeking a dedicated Guest Relationship Expert. Our shared goal is to create a culture of early screening, securing lives while delivering accessible and high-quality healthcare experiences. This role is pivotal in ensuring exceptional guest experiences by providing personalized service, addressing inquiries, and embodying the warmth of Japanese hospitality combined with advanced screening expertise. The ideal candidate will possess excellent communication and problem-solving skills, a customer-centric approach, and the ability to anticipate guest needs to deliver outstanding service.

Key Responsibilities

• Guest Arrival and Welcome: Review daily arrival lists to prepare for guest welcomes, ensuring a warm and professional greeting upon arrival.
• Guest Assistance: Respond promptly to guest inquiries, providing accurate and helpful information to enhance their experience.
• Registration and Billing Support: Assist guests with the registration process and provide guidance on billing procedures to ensure a seamless experience.
• Health Services Information: Provide detailed information about available health services, departments, and screening processes to guide guests effectively.
• Anticipate Guest Needs: Proactively identify and fulfil guest needs, building strong rapport to foster trust and satisfaction.
• Screening Assistance: Support guests during screening processes by guiding them to relevant departments and offering refreshments such as tea, coffee, or juice.
• Complaint Resolution: Address guest complaints professionally and efficiently, escalating complex issues to the Manager when necessary.
• Record Keeping: Accurately record information related to reports printed and fit kit dispatch, ensuring all data is up-to-date and organized.
• Compliance: Ensure adherence to health, safety, and quality standards in all guest interactions and operational processes.

Qualifications
• Education: Bachelor’s Degree in Hospitality, Business Administration, or a related field.
• Experience: Previous experience in guest relations, customer service, or hospitality is preferred but not mandatory.
Skills:
• Excellent communication and presentation skills, with the ability to engage diverse guests effectively.
• Strong problem-solving skills to address guest concerns promptly and professionally.
• Exceptional phone contact handling skills and active listening to ensure clear and empathetic communication.