Guest Experience Manager

2 days ago

Cape Town, South Africa The Twelve Apostles Hotel (Camps Bay, Cape Town) Full time

**GUEST EXPERIENCE MANAGER**

**Job Purpose**:
This position requires a socially focused, detail orientated team player who can operate under pressure to oversee the overall Journey of each Guest before during and after their stay and together with the Front Office Manager to take responsibility for managing and nurturing the VIP and consortia guest relationships and supporting the Sales function of the Hotel, ensuring to drive trip Advisor and prompt Guest to write reviews.

**Employee Value Proposition**:
This position offers variety and freedom from repetition and opportunities to interact with diverse people on a daily basis where your leadership and assertiveness skills will be used as part of a highly effective team; whilst operating within clearly defined standards and expectations, where your specialist guest service expertise can be recognized.

**Organisational Positioning**:

- **Department**:Rooms Division
- **Reporting to**:Front of House Manager
- **Location**:The Twelve Apostles Hotel Premises

**Key Performance Objectives**:
To be a Red Carnation Hotel Ambassador by:

- Actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times
- Owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests, colleagues or suppliers
- Ensuring that you are familiar with, and adhere to, the Hotel’s code of conduct as set out in the Employee handbook
- Creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections
- Working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you
- Being aware of the emergency evacuation, security and fire procedures of the Hotel and to be constantly vigilant of the health, safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager
- To actively seize opportunities to minimise our carbon footprint by reducing wastage as much as possible without compromising on guest service standards
- To be happy in your work environment, to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated service.

To Manage the Guest experience on a day-day bases forecasting and planning to ensure each Guest experience is Unique and personalized:

- To ensure a welcoming, approachable, professional and efficient first impression of the Hotel.
- Taking ownership, responsibility and control of all interactions and communications all Guest and consortia guests prior to, during and after stay, with the purpose of maximizing their guest experience and ensuring return business, be Trip Advisor driven.
Ensuring that all Guest complaints are escalated to Head of department, with immediate action that was taken and followed through to ensure no issues arise.
- Ensuring that all Guest related information is communicated to all relevant parties within the Hotel in a timeous and accurate manner.
- Completing site inspections with prospective guests as needed as well as be flexible to support the sales and marketing functions particularly with regards to consortia; e.g. hosting dinners etc.
- Ensuring that the festive season kiddies’ program is planned, organised, implements, managed and controlled in accordance with Hotel standards
- Managing all gifting ensure that appropriate gifting is given to appropriate guests while being aware of budgetary constraints in line with Hotel standards, profiling all gifts to ensure we do no gift the same for returning guest

Ensuring to take a proactive approach in making sure you are fully prepared for the day and its arrivals by being aware of the appropriate handovers and guests coming in for that day or the next
- To actively suggest guest improving ideas based on feedback, including gifting
- To ensure that the Guest profiles get updated on Opera at all times.
- To be constantly present in all outlets to lend support to the team as required and to be constantly of service to the guests.
- As required to cover Hotel “Manager on Duty” shifts.
- To ensure the special requests have been prepared appropriately for the day

To support the management of the Front Office Team in accordance with Red Carnation Hotel Management principles by:

- Ensuring constant floor presence during peak operational times; interacting with both staff and guests in a constructive manner, fostering positive relationships; and by taking personal responsibility for every guest and staff situation, seeing it through to its solution.
- Ensuring that all 1:1s and appraisals are completed timeously in accordance with the Hotel Communication Planner with the aim of nurturing a positive and honest relationshi

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