Guest Relations Manager

7 months ago


Stellenbosch Western Cape, South Africa HotelJobs.co.za Full time

Our client a well-established wine estate is urgently looking to employ a Guest Relations Manager at their organization

Location: Stellenbosch

**Requirements**:

- Hospitality Certificate/Diploma
- 3+ years of experience as a Guest Relations Manager
- Understanding of all hotel management best practices
- High standards of ethical conduct, i.e., honesty, integrity and confidentiality

**Responsibilities**:

- Welcome and introduce Lodges and Spa to guests
- Provide upscale guests service experience for all guests throughout their stay
- Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
- Oversee check-in and check-out procedures, including reservations and financial transactions rooms
- Promptly address guests’ requests
- Actively listen to complaints and find solutions
- Coordinate and manage communication between guests and staff and follow up to ensure we resolve guests' concerns
- Ensure special guests receive personalized services
- Inform guests of facilities on offer in the estate
- Manage guest relations team to ensure we comply with all standards and operating procedures
- Appraise team performance
- Review daily duties, and assign tasks
- Produce a weekly customer report and online reviews and suggest ways to improve ratings and how to prevent guests complaints



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