Guest Relations Manager
6 months ago
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 fast-paced 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.
- Well-groomed 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, check-ins and check-outs, 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 & 5-star 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 check-in procedures for ITC Hospitality Group. After hours check-ins will be required.
- The Guest Relations Manager is scheduled a Duty Week, which requires the GRM to be on-call 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 in-person and facilitate seamless check-out.
- Check and report any damages found in accommodation.
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