Meet Iftikhaar Domingo — Guest Relations Officer at Hotel Verde

Iftikhaar Domingo embarked on his journey with Hotel Verde in March 2022, joining as a front office porter. From the very beginning, he showcased exceptional dedication, consistently exceeding expectations to ensure guests’ needs were fully satisfied.

His hard work and commitment didn’t go unnoticed by the management team, who discovered his remarkable efforts through the many positive guest reviews he received.

Countless guests praised his amazing service and helpful nature, leaving a lasting impression of his exceptional hospitality.

Rising through the ranks

Following Iftikhaar’s outstanding performance, an opportunity arose in the front office department in September, leading to his promotion as a receptionist. Once again, he flourished in this role, showcasing his talents and dedication. Then, in April 2023, the hotel sought a Guest Relations Officer, who would be responsible for ensuring guests had an extraordinary stay and resolving any issues they encountered.

Naturally, Iftikhaar was the perfect fit for this position. At just 24 years old, he continues to excel in every role he undertakes, impressing both guests and colleagues alike. One remarkable trait that management acknowledges about Iftikhaar is his helpful nature and unwavering ambition.

In fact, during his very first interview, when asked about his five-year goal, he fearlessly expressed his desire to attain his manager’s position. While it initially drew laughter, it became evident that Iftikhaar’s ambition was no laughing matter, as he relentlessly pursues his goals to this day.

Setting the scene for memorable #SustainableStays

As a Guest Relations Officer, Iftikhaar’s primary responsibility is to guarantee guests have a delightful and unforgettable experience at Hotel Verde. He achieves this by personally acknowledging VIP guests and those staying long-term, ensuring their rooms are adorned with special gifts.

Iftikhaar actively monitors guest reviews, swiftly attending to any queries or complaints to ensure prompt assistance and maintain the hotel’s reputation for a pleasant stay. Additionally, he engages in meaningful conversations with guests in the restaurant, gathering feedback on their overall experience, meal enjoyment, and recommendations for hotel improvements.

This valuable feedback is then directly communicated to the management team, paving the way for a collaborative approach to continuous enhancement. Iftikhaar’s passion lies in customising each guest’s stay to their unique preferences, ensuring a tailor-made experience that leaves a lasting impression.

One of Iftikhaar’s proudest moments at the hotel was winning the Guest Incentive six times in a row. This in-house program rewards staff for providing guests with remarkable experiences, based on personal mentions from guest reviews. It exemplifies Iftikhaar’s dedication to creating memorable stays and further motivates him to consistently exceed expectations.

Striving for excellence in sustainability

At Hotel Verde, a commitment to continuous improvement and sustainability is paramount. The team constantly seeks innovative ways to elevate the guest experience. Currently, they are implementing a guest relations system called Truth, which will enable Iftikhaar to book guests on exciting excursions in and around Cape Town, further enriching their stay with unforgettable adventures.