Guest Relations Manager

2 weeks ago

Johannesburg, Gauteng, South Africa The Recruiters Full time

Title:

GUEST RELATIONS MANAGER
Hospitality:

Salary:

  • R R 35000 based on experience

Description:

  • Here is an opportunity to join a group with a vast selection of ownermanaged luxury accommodation across South Africa. Our client's property, situated centrally in the northern suburbs of Johannesburg, is needing a new Guest Relations Manager to own control of all services and administration which facilitate an exceptional guest experience.
  • Job summary:
  • The supervision and control of all guest services and administration of all Guest Service Related tasks, including maximise and grow production and utilisation in terms of accommodation revenues, conference revenues and Food and Beverage revenue to achieve forecasts. Since this position forms part of the Front Office Department, general Front Office Duties as set out below, is part of the job.

Category:

  • Hospitality

General Requirements:

  • Key Performance Areas:
  • To create, manage and control all guest profiles
  • Supplies relevant information to other departments to assist them in planning and running their departments.
  • Maintain excellent relationships with Hotel guests
  • Ensure operating standards of the hotel are achieved.
  • Responsible for daily white glove checks.
  • Responsible for maintaining a high guest service environment.
  • Meet and greet of regular guests and VIP's.
  • Responsible for resolving guest queries and complaints.
  • Responsible for maintaining departmental standards at all time
  • Responsible for all distribution and/or collection of guest information when and where necessary
  • Adhere to hotel standards and policies & procedures at all times
  • Build and maintain positive relationships with all inhouse guests in order to anticipate their needs
  • Anticipate guest needs, handle guest requirements and solve guest queries and/or complaints
  • Assist all departments in being receptive to the guest needs
  • Assist guests with airline bookings and reconfirmation
  • Responsible for all welcome letters and guest/VIP room drops
  • Responsible for all gifting and special turn down when and where needed.
  • Responsible for all guest communication when necessary.
  • Check all arrival rooms, including Site rooms and complete the Room Check List on a daily basis.
  • Update the guest profiling on a regular basis
  • Check that the registration cards have been updated with the guest contact details.
  • Contact regular guests and invite them back to the property.
  • Arrange Networking events on a monthly basis to increase revenue
  • Arrange specials and events when there are big local and international Sporting Events, State Events, Elections etc.
  • Arrange and manage events specific to the Property which you are appointed for
  • Ensure you only use documents according to the company policy when sending out written information.
  • Invite the client for an educational if not familiar with the property.
  • Return any telephonic messages received within 1 hour of receiving message.
  • Maximize occupancy never turn away business without the authorization of the General Manager.
  • Review management and front office handover on a daily basis.
  • Please note that it is your responsibility to ensure that payment is secured at latest 24 hours prior to arrival.
  • Once the booking is confirmed as above, ensure that the accommodation is entered onto Protel Front Office. The full information to be inputted onto the system.
  • If someone would like to confirm a booking and you do not have enough rooms available, the following procedure to be followed: Advise client that you do not have enough rooms, If you have some rooms than ask client if the guests are prepared to share rooms as our king size beds in the suites can be made up as two single beds. If you have no rooms available, ask client if he/she is prepared to move the guests to one of our other units. If the client is not prepared to accept any of the above, ask him/her if the date can be moved. If this is also unacceptable to your client, suggest an alternative venue in the area.
  • Make sure that all your bookings are confirmed as above before you turn away any business. A booking is not confirmed unless full payment has been received or a correct voucher/purchase order has been received.
  • Ensure that you have received all necessary information from clients room list, program, etc.
  • Ensure that any specific requests are communicated to the relevant departments as soon as possible.
  • Ensure that you are at all times familiar with the products you are selling e.g. venues, menus, rooms, equipment, service levels, facilities, operating stock etc.
  • Arrange site inspections as and when requested.
  • Conduct site inspections as required, in line with Company Procedures and ensure that all preparation for the site inspection has been done in advance.
  • Where possible ensure that the General Manager and/or Deputy General Manager meets the client during the inspection.
  • All site inspecti

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