Guest Relations Manager

2 weeks ago

Cape Town, Western Cape, South Africa HotelJobs Full time

ITC Hospitality Group, a 4 & 5-star corporate and leisure accommodation specialist based in Cape Town, is seeking to employ an outgoing and energetic brand ambassador to the role of Guest Relations Manager (GRM).


Job Title:
Guest Relations Manager

Responsible to:
Operations Director

Salary:
Based on qualifications and experience

Minimum qualification requirements:

  • Exceptional spoken and written English.
  • Computer literate (Excellent knowledge of Microsoft Office and hospitality software such as Nightsbridge).
  • Able to work under presser in a fastpaced environment.
  • Ability to prioritize daily tasks.
  • Must have excellent time management skills.
  • Exceptional organizational skills.
  • Minimum of 3 years' experience as a Guest Relations Manager, or similar role, within the hospitality industry.
  • Attention to detail and sense of urgency.
  • Wellgroomed and presentable.
  • Ensure high standard of personal hygiene.
  • Friendly, considerate and have the ability greet guests and staff in a professional and welcoming manner.
  • Must be hands on individual.
  • Communicate to the ITC Team (e.g., new arrivals, internal communications, etc.).
  • Assist with guest welcome, checkins and checkouts, and orient the guest with their accommodation.

GUEST PREPARATION

  • Confirm guest arrival times.
  • Oversee the procedure for guest arrivals and departures, including preparation of registration forms, etc.
  • Prepare daily operational sheet.
  • Inspect all accommodations prior to guests' arrival and ensure it is 4 & 5star standard.
  • Ensure access and communicate with guests regarding all relevant information pertaining to their accommodation, including arrival instructions and accommodation location.

GUEST ARRIVAL & CHECK-IN

  • Oversee guest arrivals and checkin procedures for ITC Hospitality Group. After hours checkins will be required.
  • The Guest Relations Manager is scheduled a Duty Week, which requires the GRM to be oncall 24/7 and may fall on weekends and public holiday.
  • Ensure all guest documentation has been completed, signed, and received.
  • Update the daily operational sheet with any new or amended information.

IN HOUSE GUESTS

  • Provide any guest related requests and concierge services (e.g. tours, etc.)
  • Assist with troubleshooting apartment issues (e.g. Wi-Fi connection, television, aircon, etc.).
  • Ensure that all charges are posted on property management system.
  • Update daily operational sheet with departure information.

GUEST CHECK OUT

  • Meet guest inperson and facilitate seamless checkout.
  • Check and report any damages found in accommodation.

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