Guest Relations Ma

2 weeks ago

Centurion, South Africa AP Irene Country Lodge Full time

**JOB SUMMARY**

The guest relations manager is responsible for coordinating all elements of pre-arrival, in-house, and post-departure details to create a seamless guest experience. This role is essential in the preparation and organisation of the property’s operation.

The individual must be well groomed and have a positive demeanour to build and maintain valuable relationships not only with guests, but also interdepartmental relations and third-party vendors. The individual must also have a sharp eye for attention to detail.

**EDUCATION AND EXPIRIENCE**
- Grade 12 /Matric certificate.
- Diploma in hotel management or customer service.
- 2-3 years’ experience in a supervisory or management position in the hotel industry.

**CORE WORK ACTIVITIES**
- Display a polished and professional tone when dealing with guests and team members.
- Arrange appropriate amenities and organize personalized welcome cards for greetings and special occasions.
- Ensure all relevant information, history, and preferences are collected and documented uniformly for all the guests.
- Effectively communicates guest requests and concerns to all other departments including housekeeping, front office, food and beverage.
- Develops an ambitious working pace ensuring all reservations are completely reviewed at least 3 days before their arrival date.
- Control departmental inbox and takes ownership of all incoming guest requests from initial introduction to completion.
- Take every opportunity to anticipates guest needs and exceeds their expectations.
- Contribute to the development of policies and procedures as well as the implementation of improvements made to the department.
- Model the company's culture, vision, mission and core values always.
- Be the liaison between guests and the hotel through effective communication by conducting pre arrival and monthly associate meetings as per Marriott standards.
- Be able to effectively review guest complains while finding amicable resolutions.
- while improving property elite appreciation ratings.
- Have knowledge and understanding of the Marriott Guest platforms systems i.e. guest elite appreciation, GXP and guest voice.
- Be able to compile and send out any guest relations month end reports.

**Salary**: R15,000.00 - R18,000.00 per month

Ability to commute/relocate:

- Centurion, Gauteng: Reliably commute or planning to relocate before starting work (required)

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