Ford Guest Experience Manager

2 weeks ago


Hermanus, South Africa Rola Recruitment Full time

**Job Advert Summary**:
We have an exciting opportunity for a people

**Salary structure**:

- Basic monthly salary
- Provident fund and medical aid benefits

**Minimum Requirements**:

- Bachelor’s Degree in marketing, communications, or human Science
- Preferred experience: Minimum of 5 years’ experience in Guest facing/Guest satisfaction positions, including at least 3 years in supervisory or management role.
- Hospitality experience advantageous
- Must reside in either Hermanus or Robertson, Western Cape, or be willing to relocate.

**Duties and Responsibilities**:
**Key objectives**
- Ensure overall process adherence to deliver and sustain FGE SOPs.
- Drive the “Guest First” approach among sales and service staff at the dealership with specific focus on consistent, flawless and sustained execution of every aspect of the Ford Guest Experience Sales and Service process.
- Monitor all Guest Experience metrics and Guest Feedback channels and work directly with Dealer Principals and managers.
- Coordinate all the training for dealership staff basis certification pathways as per Ford Academy report.
- Be a coach to sales and service team in helping them understand the Ford Guest Experience process and guide them to provide customers with the best guest experiences.

**Specific responsibilities**
- Ensure the lifetime relationship engagement activities are carried out.
- Ensure personalised reception by availability and continuous training of frontline support staff like Concierge, Reception, Security and Housekeeping staff.
- Ensure adherence to all Management Action Mandates regarding Sales and Service.
- In liaison with the Sales and Service Manager lead, facilitate and coordinate continuous dealership training programs.
- Monitor all Guest related concerns for both sales and service.
- Manage and lead the 5S program at the dealership (Sales & Service) by dividing the responsibilities among the team members and determining zone champions.
- Ensure execution of in-dealership training and 1-1 coaching to relevant Sales & Service staff by the respective operational heads every month.
- Monitor and drive usage of social media by Sales and Service team.
- Monitor all Guest-related concerns for both sales and service.

**Sustenance responsibilities**
- Do surprise checks and monthly assessments using the FGE assessment tool to sustain and constantly improve Guest experience process at the dealership and share the findings along with Action Plan with Dealer Principal, dealership senior management team and FORD Field team.
- Escalate critical points to Dealer principal and FORD team that hamper smooth execution of FGE processes at dealership and ensure they get resolved.

**Personal skills**
- Strong personal skills: confident, personable, courteous and good listener
- Great communication skills (English and local language)
- Friendly and team player
- Energetic and Positive
- Attention to detail.
- Process Driven


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