Guest Services Duty Manager - N/A09745
Code/Reference:
N/A09745
Applications accepted until:
2019-08-28
Number of Openings
1

Unit:

The Palace

Location:

Palace Hotel, Sun City

Job Purpose

Supervises and monitors the porter / driver operations ensuring that internal (SOP) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer service provided in the department is professionally executed.

Education

€¢ Matric / Grade 12 (or equivalent) with fluency in English
€¢ Hotel School Diploma is preferred
€¢ Supervisory qualification (preferred)
€¢ Driver€™s Licence

Experience:

€¢ Experience in the hospitality Industry
€¢ 2 years experience in a guest services environment

Skills and Knowledge

€¢ Ability to work shifts that meet operational requirements
€¢ Mobility and ability to move around as per job requirements (including with the use of aids)
€¢ Ability to use Intermediate computer skills in line with job requirements

Key Performance Areas:

1. Shift Management 

€¢ Supervises staff appearance and porte cochere appearance/ functioning of equipment and systems
€¢ Check VIP lists and allocations
€¢ Shift briefings / handovers / shift reports / dispute handling
€¢ Conducts the porte cochere to organise transport / luggage arrangements for hotel residents
€¢ Supervise luggage collection and delivery to guests rooms (where relevant)
€¢ Monitor valet / transport requirements entering and leaving the hotel porte cochere and parking areas
€¢ Follows up on any fault logging with the Technical departments until resolution
€¢ Completes departmental admin / paperwork
€¢ Carry out activities required for smooth functioning of the guest services department.
€¢ Be a point of contact for hotel residents when arriving and leaving the hotel
€¢ Assist with coaching and OJT with all guest services staff

2. Supervised Staff 

€¢ Identifies performance gaps
€¢ Conduct on job training
€¢ Identifies and address / escalate misconduct issues
€¢ Keeps records of OJT sessions
€¢ Complete staff rostering requirements and
Time and attendance records

3. Reporting

€¢ Completes shift reports
€¢ Contributes to month-end reports

4. Customer Relationship Management

€¢ Ensures that all guests are greeted with a friendly smile, eye contact on arrival, friendly goodbye and treated with respect at all times
€¢ Interact with guests and provide professional service standards and solutions
€¢ Communicate promotions, event and resort information to staff
€¢ Identify potential service issues in relation to reception and escalates when required

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.