Guest Services Manager

Guest Services Manager
(5528)

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 our guests’ expectations at every possible turn.

Set in the vibrant heart of Cape Town’s waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion

**Job Summary**
- The purpose of this position is to manage the daily activities, reporting, training and operations of the Guest Services operations and colleagues. With experience in a high quality luxury boutique hotel/resort guest services, the Guest Services Manager will support the Front Office and Guest Services team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Support the tracking and resolution of service issues._

**Key Duties and Responsibilities**
- _Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example._
- _Encourage and build mutual trust, respect, and cooperation among team members._
- _Serve as a role model to demonstrate appropriate behaviours._
- _Supervise and manage employees. Understanding employee positions well enough to perform duties in employees' absence._
- _Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis._
- _Develop specific goals and plans to prioritize, organize, and accomplish your work._
- _Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others._
- _Assist with energy conservation efforts by monitoring compliance during property tours._
- _Support implementation of the customer recognition/service program, communicating and ensuring the process._
- _Support implementation of the upselling program, communicating and ensuring process._
- _Support regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance._
- _Ensure compliance with all policies, standards and procedures._
- _Understand and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc._
- _Understand and comply with security, health and safety policies and procedures._
- _Provide services that are above and beyond for customer satisfaction and retention._
- _Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed._
- _Intervene in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved._
- _Serve as a leader in displaying outstanding hospitality skills._
- _Set a positive example for guest relations._
- _Empower employees to provide excellent customer service._
- _Observe service behaviours of employees and provides feedback to individuals._
- _Maintain high visibility in public areas during peak times._
- _Provide immediate assistance to guests as requested._
- _Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction._
- _Record guest issues in the guest response tracking system._
- _Review comment cards and guest satisfaction results with employees._
- _Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement._
- _Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills._
- _Provide guidance and direction to subordinates, including setting performance standards and monitoring performance._
- _Assist, as needed, in the interviewing and hiring of employee team members with the appropriate skills._
- _Inform