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Guest Relations Manager

4 months ago

Stellenbosch, Western Cape, South Africa HotelJobs Full time

Kendrick Recruitment are looking for a Guest Relations Manager who will be responsible for ensuring that the guests' experience from arrival to departure is seamless in accordance with all policies and procedures.

The Guest Relations Manager serves the needs of our guests and exceeds guests' experience.

RESPONSIBILITIES:

  • Welcome and introduce guests to the facilities;
  • Provide upscale guests service experience for all guests throughout their stay;
  • Monitor daily bookings and ensure assigned rooms are prepared prior to checkin;
  • Oversee checkin and checkout procedures, including reservations and financial transactions rooms;
  • Promptly address guests' requests;
  • Actively listen to complaints and find solutions;
  • Coordinate and manage communication between guests and staff and follow up to ensure we resolve guests' concerns;
  • Ensure special guests receive personalized services;
  • Inform guests of facilities on offer in the estate;
  • Manage guest relations team to ensure we comply with all standards and operating procedures;
  • Appraise team performance;
  • Review daily duties, and assign tasks;
  • Produce a weekly customer report and online reviews and suggest ways to improve ratings and how to prevent guests complaints;

REQUIREMENTS:

  • Hospitality Certificate/Diploma;
  • Preferably 23 years previous experience as a Guest Relations Manager or similar role;
  • Excellent computer and administration skills;
  • Understanding of all hotel management best practices;
  • Excellent ability to pay attention to detail;
  • Stress tolerance and ability to work under pressure;
  • High standards of ethical conduct, i.e., honesty, integrity and sensitivity;
  • Excellent interpersonal and communication skills;
  • Planning and organizational skills;
  • Reliable, adaptable and flexible with working different shifts;
  • Excellent problemsolving and multitasking skills;
  • Selfdiscipline;
  • Strong customer service orientation with excellent people skills;
  • Passionate about the hospitality industry;
  • Comfortable in dealing with very distinguished clientele;
  • Reliable transport to and back from work.
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