Guest Relations Manager

**Job Purpose**

The Guest Relations Manager is responsible for the monitoring, team management and delivery of a welcoming customer experience at the Concierge, Porte Cochere and across the hotel operation ensuring that internal (SOP) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided within the designated areas / departments are professionally executed in line with Sun standards and legislative requirements.

**Key Performance Areas**

**Delivered Guest Relations Plan**
- Develop guest relations objectives and deliverables in line with Unit Rooms strategy
- Facilitate the communication and implementation of customer experience deliverables for the hotel
- Conduct risk analyses i.t.o impact on short term profit margins
- Provide clear delegation of authority and accountability for deliverables
- Collaborate with the rooms management to complete a competitor analysis and benchmarking of customer services and product offerings in property catchment areas including pricing comparisons
- Provide input and motivate new product and service enhancements
- Manage and allocate people and operational resources
- Communicate plans relative to promotions and strategies to relevant staff and stakeholders within the unit
- Develop and facilitate personalised plans for unique customer requirements in the cases of VIP guests, including butlering services, etc.
- Align plans with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property

**Shift Management**
- Put in place staff scheduling and duty allocations to ensure maximum coverage
- Handle shift briefings / handovers / shift reports
- Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
- Provides feedback and reports back to management on challenges being experienced on the floors
- Manage the control of stock and operating equipment as per SOP
- Completes shift reports

**Guest Relations Standards & Governance**
- Monitor Guest Relations standards and processess
- Align practices with new legislative compliance, including regulations around health, hygiene, safety and the environment
- Implement sufficient control measures against standards (including systems and processes) & checks within each outlet to mitigate any risk to the business.
- Conduct quality assurance around customer experiences, including courtesy calls
- Conduct weekly walkabouts of all front of house and back of house areas to monitor housekeeping and aesthetic appearance of all guest areas, including conducting room checks
- Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these

**People Management**
- Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
- Identification of employee training needs
- Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
- Monitor adherence to SOPs including conducting of quality assurance calls
- Manage employee relations within the department
- Facilitate staff communication and motivation
- Perform and document performance contracting, reviews and development discussions
- Provides resources and removes obstacles to performance
- Recruit and resource for talent for positions within the department
- Onboard new staff members in the department

**Budget Management**
- Develop and manage the guest relations budget for the hotel including:
? Budget
? PIP forecast
? Capex
? Cost management
? Financial reporting for the function
? Financial reporting on campaigns and guest relations initiatives

**Customer Experience Management**
- Ensures that guests are treated with courtesy and respect at all times
- Interact with guests and provide professional service standards and solutions
- Handle any escalated complaints, disputes and suggestions as required
- Engage with customers and provide a customer experience within the hotel / on the floor that will support brand loyalty ensuring SI as the brand of choice
- Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
- Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, etc)
- Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
- Shift handover ensures that staff have sufficient insights and information with regards ** VIP customers visiting the property

**Education**
- 3 Year Hotel School Diploma or equivalent National Qualification at a Diploma level

**Experience**
- Minimum of 7 years’ experience with 3 years in a management position in the hospitality industry
- Previous experience in