Guest Experience Supervisor

2 weeks ago

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

A slick, vibrant Hotel seeks a Guest Experience Supervisor

Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service
- Recognised qualification in Hospitality Management
- 2 years relevant experience in a similar position within a hotel environment
- Proficiency in Microsoft packages as well as extensive knowledge of Fidelio Opera
- Professional Disposition
- Competence to build and effectively manage interpersonal relationships at all levels
- Strong and effective planning and organizing skills to ensure operational efficiencies
- Confidence in decision making and conflict resolution abilities
- Ability to work within a pressurized environment
- Ability to use Initiative and be proactive and self-driven
- Maintain a neat, clean and well-groomed appearance as per company standards
- Records guest issues in the guest response tracking system.
- Respond to all guest reviews across all platforms
- Identify trends with regards to Guest Feedback and communicate with other departments in order to look for solutions for complaints that filter through.
- Meet and VIP Members on arrival.
- Lobby duties include - Welcoming guests on arrival and wishing them farewell during departure from the hotel.
- Providing guest with advice on popular restaurants and entertainments and tours during their visit, as well as facilitating reservation requests.
- Making all teams aware of any Birthdays, Special occasions, Honeymoon, Anniversary stays and ensure these guests and Marriott members receive the appropriate amenities specific to your property needs.

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