Client Liaison Manager

4 days ago

Howick, South Africa Belvidere Stays Full time

**We're not just looking for an employee; we're seeking a special member to join our team—someone dedicated to providing every guest with an unforgettable experience.**_

**Key Responsibilities**:

- **Pre-Arrival Communication**: Engage with guests from the moment they book to provide all necessary information, answer questions, and assist with any special requests.
- **Check-In/Out Management**: Oversee the smooth and efficient check-in and check-out process, ensuring guests have all they need for a hassle-free arrival and departure.
- **During-Stay Support**: Be the go-to person for guests during their stay, promptly addressing any concerns, questions, or issues that may arise. This includes coordinating with maintenance or housekeeping for urgent matters.
- **Guest Feedback & Reviews**: Monitor and respond to guest reviews on various platforms. Use feedback to identify areas for improvement and maintain our high standards of service and relay to operations manager
- **Emergency Response**: Serve as a point of contact for after-hours guest emergencies, demonstrating a calm and effective approach to problem-solving.
- **Enhance Guest Experience**: Actively look for opportunities to elevate our guests experience
- **Administrative Tasks**: Invoicing and payment recons of bookings and upsells and calendar management
- **Collaboration**: Work closely with the **Operations Manager** and housekeeping team to ensure properties are perfectly prepared for each guest's arrival.
- **Opportunity to take over long term tenant management**

**Qualifications**:

- A minimum of 2 years experience in a client-facing role, ideally in hospitality
- A degree or diploma in business communication is ideal but not a must have
- A minimum of 3 traceable references is an absolute must

**Skills**:

- A genuine passion for providing outstanding customer service
- Proven experience in a customer-facing role
- Exceptional communication skills, both written and verbal, with a friendly and professional demeanour.
- A natural problem-solver who can think on their feet and remain calm under pressure.
- Strong organizational skills and the ability to multitask effectively.
- Proficiency with property management software and online booking platforms
- Flexibility to work on a rotational schedule, including some evenings and weekends, as guests may require assistance outside of standard business hours.

**KPI’s**:

- Guest satisfaction score - ratings from booking platforms, Google reviews and post-stay surveys
- Complaint rate
- Average response time to guest communication
- Enquiry to booking conversion rate
- Repeat guest rate
- Please submit a 2 page CV ONLY as well as 3 traceable references as minimum requirement_

Application Question(s):

- A minimum of 3 traceable references
- A 2 page CV only

**Experience**:

- hospitality: 2 years (required)

Work Location: In person

Expected Start Date: 2025/09/01

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