Guest Service Manager - N/A07495
Code/Reference:
N/A07495
Applications accepted until:
2018-04-20
Number of Openings
1

Unit:

The Table Bay

Location:

Western Cape

Job Purpose

Reporting to the Front Office Manager, the successful incumbent will be responsible to oversee all facets of the guest experience in the Hotel as well as manage and monitor the day to day operations and activities of all employees in Guest Services, Concierge/Porters and the Transport department. The incumbent is also responsible to ensure that internal (SOP) and external (grading) standards and procedures are continuously achieved and services provided are professionally executed.

Education

€¢ Matric and recognised Hotel School Qualification

Experience:

€¢ At least 3- 5 years` experience in a large 5 Star Hotel environment in a similar position

Skills and Knowledge

€¢ Excellent leadership and people-development skills €¢ Strategic thinking and implementation ability €¢ Ability to maintain excellent standards and service levels €¢ Excellent verbal and written English communication skills €¢ Excellent interpersonal skills €¢ Knowledge of relevant hygiene, health and safety requirements €¢ Problem solving skills

Key Performance Areas:

Responsible for the running of all front-of-the-house tasks €¢ Co-ordinating the check-in process as well as developing programs for special services egg. Return Guest program €¢ Ensure 5 star service is provided to all Guests at all times €¢ Ensure guests needs are met as per the required standards €¢ Assume responsibility for gaining feedback from guests and monitoring feedback scores €¢ Ensuring that staff are sufficiently trained and equipped to resolve issues as they arise €¢ Oversee the process of handling customer complaints and addressing consistent or critical feedback €¢ Responsible for employees who working in customer-facing positions throughout the hotel €¢ Direct , guide , coach, train as needed €¢ Conducting checks of all areas, in order maintain a professional and high quality service oriented environment at all times €¢ Monitor that the public areas are kept clean and tidy. €¢ Handle all Guest queries and solve them efficiently €¢ Inform all staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. €¢ Check accommodations and ensuring any special requests are carried out accordingly €¢ Be aware and able to enforce all Health & Safety procedures €¢ Remain current in all updates with regards to new procedures and training. €¢ Ensuring and providing flawless, upscale, professional and high class guest service experiences €¢ Analysing customer feedback and providing strategic direction to continuously improve overall rating €¢ Responding to guests needs and anticipating their unstated ones €¢ Greeting clients as they arrive, coordinating their check-ins to assigned rooms and informing them about the hotel€™s facilities. €¢ Provide upscale guest service experiences for clients throughout their stay €¢ Ensure clients are properly greeted upon their arrival €¢ Monitor daily bookings and ensure assigned rooms are prepared prior to check-in €¢ Promptly address guests€™ requests, like in-room dining €¢ Actively listen to and resolve complaints €¢ Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services €¢ Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns €¢ Inform clients of our hotel services, including breakfast and dining options €¢ Promote all hotel amenities, conveniences and programs offered €¢ Manage guest relations team (including Duty Manager, Guest relations Officers and Concierges) to ensure we comply with all standards and operating procedures €¢ Appraise team€™s performance and produce regular reports

Equity:

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.