Guest Relations Team Leader

2 weeks ago

Cape Town, Western Cape, South Africa MORE Family Collection Full time

KEY FOCUS AREAS

  • Scope of work
  • Ensure that the Reception functions related to all guest touch points are performed according to standards, including guest interaction, hosting duties and administrative tasks.
  • Ensure that the Reception and Guest Relations team obtains all required reservation information prior to arrival, and follows up on arrival details on the day.
  • Oversee the meeting and greeting of guests, and the guest arrival experience including all amenities, welcome and checkin.
  • Oversee the guest departure experience, including payment of the account and obtaining keys where applicable, check out, lunch packs, and farewell.
  • Ensure that guests are being offered information regarding all services, accommodation and facilities.
  • Ensure ultimate guest relations in the lodge, ensuring that the personal attention level is maintained.
  • Be present for the hosting of meals when required.
  • Ensure that periodic room checks and checks of the guest areas are conducted, ensuring that Housekeeping standards are maintained.
  • Ensure that Maintenance issues are tracked and communicated with the Maintenance department to ensure a swift follow up.
  • Ensure that the guest database is updated daily.
  • Ensure that administrative functions are performed accurately and according to standards, including completing and updating the day sheet, ensuring that pending transactions and outstanding balances in PANstrat are cleared on the day, correct billing and invoicing, Reception reports, etc.
  • Assist in the effective planning, supervision and hosting of onsite (including kids activities) and bush dining experiences where required.
  • Communication
  • Ensure effective communication of reservation information and guest preferences/dietary requirements to all departments prior to arrival and throughout the stay.
  • Ensure effective communication within the company and property as well as with third parties (such as staff at the park gates, tour operators and travel agents, transfer companies, etc.).
  • Ensure an effective liaison with the guests, guides and management on guest activities and interests.
  • Ensure that information on multiproperty guests is sent timeously.
  • Complete a written handover when going on leave and conduct a formal handover on return.
  • General Service and Guest Care
  • Ensure all guest information available is collected and communicated prior to arrival.
  • Collect guest information while speaking to guests; inform the Head of Department/Management to record and act on guest preferences.
  • Ensure all guest complaints are reported to your Head of Department/Management immediately.
  • Professional Attire
  • Ensure that your uniform is clean when on duty and that you are wearing your name badge.
  • Ensure that you are dressed properly and maintain a high standard of personal hygiene.
  • To ensure that all employees adhere to these standards.
  • Fire, Hygiene, Health and Safety
  • Ensure that work practices are efficient, clean, and hygienic.
  • Ensure that all items of equipment are correctly cleaned and stored.
  • Ensure that assigned department is clean, constant rotation and cleaning procedures to be followed.
  • Ensure that any defects on appliances and equipment are followed up on after being reported to Maintenance.
  • To have a complete understanding of and adhere to the property's policy relating to Fire, Hygiene, Health and Safety.
  • To ensure that all employees in the assigned department have a complete understanding of and adherence to the property's policy relating to Fire, Hygiene, Health and Safety.
  • Sustainability
  • Live and work in a sustainable way that protects the environment and cares for our communities.
  • Strive to limit your impact on and conserve the environment through our focuses on energy, water, waste, food, materials, and conservation.
  • Strive to support each other and our local communities through development projects, positive working environments, and respecting and promoting our diverse cultures.
  • Follow approved company and property sustainability practices as outlined in the MORE Sustainability group standards and other related documents.
  • Ensure that all employees in the assigned department adhere to the standards and spirit of the MORE Sustainability programme.
  • Financial (to assist your Head of Department/Management in the following tasks)
  • To coordinate an effective and efficient payroll management/resource allocation through establishing a flexible work force throughout the department.
  • To set annual operating targets, this will form part of the annual business plan.
  • Obtain details on daily and MTD department cost daily and direct your services to maintain budget or decrease cost while still delivering service to standard.
  • Ensure the stock control, stock take, and requisition procedures are strictly followed according to par levels and property and company standards, ensuring accuracy.
  • To ensure that the department operational budget is strictly

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