Guest Relations Manager

4 weeks ago

East London, South Africa HotelJobs.co.za Full time

**Non-Negotiables**:

- A degree or diploma in Hotel Management or equivalent
- Previous managerial experience in the hotel as a Reception Manager or Assistant Front Office manager in 5 star or similar property
- High level of IT proficiency
- Excellent leadership, interpersonal and communication
- Commitment to delivering a high level of customer service
- Ability to work under pressure
- Well presentable
- Flexibility to respond to a variety of work situations

Some personal savings will be required for visa processing and required tests.

Accommodation will be provided for the first month.

**Position Purpose**
Overseeing the day to day running and the strategic planning of delivery of the Front Office team ensuring the delivery of exceptional service standards across all areas

5 Key Deliverables
- Achieve high guest satisfaction.
- Ensure Brand Standards / SOPs are always met.
- Generate incremental Revenues.
- Good internal and external communications
- Ensure service standards are met at all times
- Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement.
- Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities.
- Ensure Team Members have current knowledge of the Hilton brand standards, hotel products, services, pricing, and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices.
- Manage team performance in compliance with company policies and procedures.
- Cover reception and GRM shifts during holidays or when necessary.
- Work closely with other departments to ensure the team have a full understanding of the requirements of guests who are arriving, in house and departing.
- Ensure all employees receive regular training to update their skills and knowledge and meet their own personal development needs.
- Maximise the service opportunities for guests to ensure return visits.
- Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Take a positive approach towards upselling and confidently promote the product to maximise hotel revenue to meet budgeted targets
- Be fully aware of all the hotel facilities and promote whenever possible
- Remain sales focused at all times and encourage your team to do the same
- Ensure charges are accurately posted to guest accounts
- Ensure your team follow cash handling and credit procedures and rectify discrepancies
- Ensure that work is carried out in a way that is cost efficient and understand the ways in which profit can be maximised
- Understand departmental forecasts and the importance of their contribution to the business success
- Monitor stock and assist the manager with stock control and ordering

Please send CV and recent photo.

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