Guest Relations Team Leader

7 months ago

Cape Town, South Africa MORE Family Collection Full time

**KEY FOCUS AREAS**
- Scope of work
- Ensure that the Reception functions related to all guest touch points are performed according to standards, including guest interaction, hosting duties and administrative tasks.
- Ensure that the Reception and Guest Relations team obtains all required reservation information prior to arrival, and follows up on arrival details on the day.
- Oversee the meeting and greeting of guests, and the guest arrival experience including all amenities, welcome and check-in.
- Oversee the guest departure experience, including payment of the account and obtaining keys where applicable, check out, lunch packs, and farewell.
- Ensure that guests are being offered information regarding all services, accommodation and facilities.
- Ensure ultimate guest relations in the lodge, ensuring that the personal attention level is maintained.
- Be present for the hosting of meals when required.
- Ensure that periodic room checks and checks of the guest areas are conducted, ensuring that Housekeeping standards are maintained.
- Ensure that Maintenance issues are tracked and communicated with the Maintenance department to ensure a swift follow up.
- Ensure that the guest database is updated daily.
- Ensure that administrative functions are performed accurately and according to standards, including completing and updating the day sheet, ensuring that pending transactions and outstanding balances in PANstrat are cleared on the day, correct billing and invoicing, Reception reports, etc.
- Assist in the effective planning, supervision and hosting of onsite (including kids activities) and bush dining experiences where required.
- Communication
- Ensure effective communication of reservation information and guest preferences/dietary requirements to all departments prior to arrival and throughout the stay.
- Ensure effective communication within the company and property as well as with third parties (such as staff at the park gates, tour operators and travel agents, transfer companies, etc.).
- Ensure an effective liaison with the guests, guides and management on guest activities and interests.
- Ensure that information on multi-property guests is sent timeously.
- Complete a written handover when going on leave and conduct a formal handover on return.
- General Service and Guest Care
- Ensure all guest information available is collected and communicated prior to arrival.
- Collect guest information while speaking to guests; inform the Head of Department/Management to record and act on guest preferences.
- Ensure all guest complaints are reported to your Head of Department/Management immediately.
- Professional Attire
- Ensure that your uniform is clean when on duty and that you are wearing your name badge.
- Ensure that you are dressed properly and maintain a high standard of personal hygiene.
- To ensure that all employees adhere to these standards.
- Fire, Hygiene, Health and Safety
- Ensure that work practices are efficient, clean, and hygienic.
- Ensure that all items of equipment are correctly cleaned and stored.
- Ensure that assigned department is clean, constant rotation and cleaning procedures to be followed.
- Ensure that any defects on appliances and equipment are followed up on after being reported to Maintenance.
- To have a complete understanding of and adhere to the property’s policy relating to Fire, Hygiene, Health and Safety.
- To ensure that all employees in the assigned department have a complete understanding of and adherence to the property’s policy relating to Fire, Hygiene, Health and Safety.
- Sustainability
- Live and work in a sustainable way that protects the environment and cares for our communities.
- Strive to limit your impact on and conserve the environment through our focuses on energy, water, waste, food, materials, and conservation.
- Strive to support each other and our local communities through development projects, positive working environments, and respecting and promoting our diverse cultures.
- Follow approved company and property sustainability practices as outlined in the MORE Sustainability group standards and other related documents.
- Ensure that all employees in the assigned department adhere to the standards and spirit of the MORE Sustainability programme.
- Financial (to assist your Head of Department/Management in the following tasks)
- To co-ordinate an effective and efficient payroll management/resource allocation through establishing a flexible work force throughout the department.
- To set annual operating targets, this will form part of the annual business plan.
- Obtain details on daily and MTD department cost daily and direct your services to maintain budget or decrease cost while still delivering service to standard.
- Ensure the stock control, stock take, and requisition procedures are strictly followed according to par levels and property and company standards, ensuring accuracy.
- To ensure that the department operational budget is strictly

  • Guest Experience Team Leader

    5 days ago

    Cape Town, South Africa One&Only Cape Town Full time

    Guest Experience Team Leader (14685) At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed...

  • Guest Experience Team Leader

    1 week ago

    Cape Town, South Africa One&Only Cape Town Full time

    Guest Experience Team Leader (5853) At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed...

  • Guest Experience Team Leader

    7 months ago

    Cape Town, South Africa Kerzner International Resorts Full time

    Guest Experience Team Leader (11187) At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed...

  • Guest Relations

    7 months ago

    Cape Town, South Africa Marriott International, Inc Full time

    **Job Number** 23157050 **Job Category** Rooms & Guest Services Operations **Location** AC Hotel Cape Town Waterfront, Dockrail Road Foreshore, Cape Town, The Western Cape, South Africa VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Serves as the property Manager on Duty and oversees...

  • Guest Relations

    1 week ago

    Cape Town, South Africa Marriott International, Inc Full time

    **Job Number** 23058510 **Job Category** Rooms & Guest Services Operations **Location** AC Hotel Cape Town Waterfront, Dockrail Road Foreshore, Cape Town, The Western Cape, South Africa VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management Serves as the property Manager on Duty and oversees all...

  • Guest Experience Supervisor

    7 months ago

    Cape Town, South Africa Marriott International, Inc Full time

    **Job Number** 24013619 **Job Category** Rooms & Guest Services Operations **Location** AC Hotel Cape Town Waterfront, Dockrail Road Foreshore, Cape Town, The Western Cape, South Africa VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Represents property management in resolving any...

  • Guest Relations Supervisor

    7 months ago

    Cape Town, South Africa PULLMAN Full time

    **Company Description** "Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless...

  • Guest Relations Manager

    7 months ago

    Cape Town, South Africa Crew Life at Sea Full time

    **Key Responsibilities**: - Lead and supervise the guest relations team, including guest services associates and concierge staff, to ensure the highest levels of service and professionalism **onboard the cruise ship**. - Serve as the primary point of contact for guests, addressing inquiries, requests, and concerns in a prompt, courteous, and efficient...

  • Guest Relations Officer

    1 week ago

    Cape Town, South Africa HotelJobs.co.za Full time

    A 5* Boutique Hotel seeks Guest Relations Officers to join their team. The main task is to ensure that the needs and requests of the Guests are met, and that each Guest has a memorable stay ,This position has the responsibility of dealing with Guest daily. The duties include Guest handling as well as performing administration tasks.You are required to...

  • Guest Relations Manager

    7 months ago

    Cape Town, South Africa HotelJobs.co.za Full time

    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...

  • Guest Relations Officer

    5 hours ago

    Cape Town, South Africa Globe Recruitment Full time

    We have an opportunity for an **Guest Relations Officer **to join our team in Stellenbosch on a full time basis. **REQUIREMENTS** - Grade 12 - Preferably 2 years previous experience - Passionate about the hospitality industry - Excellent interpersonal - & communication skills, written and verbal (in person and telephonic) - Strong customer service...

  • Guest Relations Officer

    7 months ago

    Cape Town, South Africa HotelJobs.co.za Full time

    **Guest Relations Officer - Luxury Hotel - V&A Waterfront** **Salary Package: R9500 + Provident Fund** **A great opportunity for a polished, well-spoken & professional individual to be part of the team!** - As Guest Relations Officer you will assist the Front-office & Duty Managers with processing of reception procedure, using the appropriate systems. -...

  • Guest Relations Manager

    7 months ago

    Cape Town, South Africa Morpheus Recruitment Full time

    **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...

  • Guest Relations Officer

    7 months ago

    Cape Town, South Africa Morpheus Recruitment Full time

    **RESPONSIBILITIES**: - Welcome and introduce Lodges and Spa to guests; - Check-in and check-out guests; - Pass all relevant guest information on to various departments as required; - Assist guests with bookings, tours and transfers, build and create guests’ itineraries; - Ensuring that all guest information and rates are correct; - Guests’ liaison to...

  • Guest Relations Manager

    2 weeks ago

    Cape Town, South Africa Motortrade Recruitment Full time

    A brand new, unique and exciting opportunity has become available on our Western Capes South coast as well as inland as far as Montague for a Guest Relations Manager. Your SENIOR duties include moving (travelling) between the properties ensuring guests and visitors have the best personalised experience possible. You will be working directly with Sales and...

  • Guest Relations Manager

    7 months ago

    Cape Town, South Africa HotelJobs.co.za Full time

    **A popular, high volume full-service hotel is seeking to appoint an exceptional Guest Relations Manager.** **Responsibilities**: - Managing Guest Relations Officers as well as Porters & Concierge - Managing all Guest relations administration, follow-up, feedback, and initiatives - Keeping every department informed as to which guests are coming, staying...

  • Guest Relations Manager

    7 months ago

    Cape Town, South Africa In The City Hospitality Full time

    The Guest Relations Manager plays a crucial role in creating goodwill amongst the visitors by providing excellent services to its customers. He/She is responsible for making the stay of customers pleasant and comfortable and taking care that all the issues have been solved promptly, so as to ensure better customer satisfaction. KEY RESPONSIBILITIES -...

  • Guest Relations Officer

    4 months ago

    Cape Town, South Africa HotelJobs.co.za Full time

    **Scope and General Purpose**: Guest Relations Officer needs to demonstrate the highest level of courteous and efficient service, to ensure guests feel welcome and that their needs will be attended to at all times during their stay. They also form strong and lasting relationships with guests and provide information about additional hotel services. **Main...

  • Guest Relations Manager

    7 months ago

    Cape Town, South Africa The Capital Hotels and Apartments Full time

    The Capital Hotels stands for equal opportunity while transforming the Hospitality Industry into a modern aspirational industry once again. We believe that the industry is broken and needs to reinvent the image of service and hospitality. We are achieving this through our incredible staff culture. Our dedicated staff believe in offering the highest level of...

  • Guest Relations

    6 days ago

    Cape Town, South Africa HotelJobs.co.za Full time

    A 5* Luxury Hotel seeks a Guest Relations/ Concierge to join this world class Hotel. - Gather, summarize, and provide information to guests about the property and the surrounding areas. The hotel concierge is expected to be an **EXPERT** of the local area. - Answer telephonic calls and assist guests with special requests, questions, or concerns. - Designing...