Guest Relations Manager

12 hours ago

Cape Town, South Africa Newmark Hotels Full time

**Duties and Responsibilities**

**About the role**

An exciting opportunity has arisen for a highly talented and experienced Hospitality professional to join the Pre-opening team at The Rockefeller Hotel & Residences.

**Your key responsibilities will include**:

- Prepare all the required activities for the Hotel guests according to the Protocol and the Guest Services SOP manual and the cultural characteristics of the Hotel region, focusing in providing high quality services and treatment, so as to meet and exceed the expectations of the guests.
- Handle and respond to customer complaints and feedback according to Group standards, cooperating with all the required stakeholders for their effective resolution and management.
- Supervise the archive and regular maintenance of guest’s history and check the quality and the usefulness of the information captured in order to improve the welcome services provided as per guest requirements and preferences.
- Plan and supervise the day-to-day operations of the Guest Services operations to ensure that all work is carried out in an efficient manner and in consistency with operating policies and procedures.
- Ensure compliance to all relevant Health, Safety and Environment management procedures and controls within a defined area of activity so that Rockefeller provides world class and luxurious hospitality services to its guests.
- Implement approved departmental policies, processes and procedures, and provide instructions to subordinates and monitor their adherence so that work is carried out in a controlled and consistent manner while delivering a quality service to guests and maintaining standards of excellence.

**Skills and Knowledge**
- Minimum 2 years’ Guest Relations Manager experience
- Proficient on Opera, Micros, Midas, HOTSOS and Office 365
- Excellent understanding of financial reporting and budgeting
- Must be able to collaborate with the team, as well as independently
- Attention to detail
- Self-motivated, innovative, problem solver & strong negotiator
- Excellent communication and interpersonal skills
- analytical acumen
- Ability to work in a pressurized environment.
- Great planning skills and organisation abilities

**Job Types**: Full-time, Permanent

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