Guest Relations Manager

Work Amidst Nature in the Heart of the Winelands

Imagine starting your day with the sunrise over lush vineyards and the tranquillity of farm life. At Boschendal, the surroundings are not just a backdrop; they're integral to our work and our inspiration. Nestled in the heart of South Africa's golden triangle of wine country, our farm offers a unique escape from the hustle of city life. A Typical Day at Boschendal: Experience a different pace and setting of work life. Whether it's walking among the vineyards, engaging with guests, or collaborating on a new project, every day here is a blend of meaningful work and the beauty of the natural landscape.

OUR PURPOSE: Regenerating our Future

At Boschendal, our purpose is clear: to nurture the land, inspire our people, and strengthen our community. Guided by core values, we strive to offer something truly meaningful, from our regenerative practices to our dedication to artisanal craftsmanship.

Guest Relations Manager

As the Guest Relations Manager with interface to the Assistant General Manager this position will play a crucial role in ensuring exceptional guest experiences and seamless operations within the hotel. This role is the primary point of contact for guests, handling reservations of activities and F&B requirements for in-house guests, VIP services, and on-site experiences. While guest relations is the primary focus, the role also includes involvement in front office operations to ensure smooth arrivals, departures, and administrative efficiency.

KEY DUTIES AND RESPONSIBILITIES INCLUDES BUT ARE NOT LIMITED TO:

GUEST SERVICES (FRONT OF HOUSE)

• Act as the primary point of contact for all guest queries, concerns, and special requests, ensuring timely and effective resolution.
• Manage check-ins, check-outs, and guest billing procedures efficiently.
• Ensure the delivery of personalized guest experiences, including recommendations and assistance with itineraries.
• Monitor guest satisfaction through feedback and implement continuous improvements.
• You will serve as a primary point of contact for guests, addressing their needs, resolving issues, and enhancing overall satisfaction.
• Gather guest feedback and implement service improvements based on insights.
• You will collaborate closely with the Assistant General Manager to ensure efficient coordination between guest services and the various operational aspects of the hotel, such as Food and Beverage, Events, Tree House and Front of House, Housekeeping etc.
• The role will interface closely with the CRM team to ensure all relevant data is transferred and retained from hotel guests to further enhance their experiences whilst on property and for future stays.
• To meticulously ensure that follow up communication is sent post stays to ensure guest satisfaction and address any outstanding concerns.
• Anticipate guests needs and proactively offer personalised assistance to enhance their stay experience.
• Handle and report on guest complaints or issues efferently, finding appropriate resolutions to ensure guest satisfaction.
• Conduct follow-up communication to ensure guest satisfaction post stay and address any outstanding concerns.
• Collaborate closely with the Assistant General Manager to align guest services with operational procedures and standards.
• Maintain open communication channels with various departments to facilitate smooth operations and ensure guest requests are fulfilled promptly.
• Provide regular updates to the Assistant General Manager regarding guest feedback, service trends and operational challenges.
• Assist in coordinating special requests, events, or arrangements for VIP guests in coloration with relevant departments.
• Develop and maintain relationships with guests, members, and VIPs to encourage repeat visits and brand loyalty.
• Assist in developing standard operating procedures to enhance guest services.

LEADERSHIP

• Assist in training frontline staff on guest service protocols, including communication techniques, problem solving skills, and conflict resolution strategies.
• Provide guidance and assistance to support staff members in handling challenging guest interactions and resolving issues effectively.

COMPETENCIES:

• Strong organisational and multitasking skills with attention to detail.
• Proficiency in Microsoft Office Suite and other office management tools.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Takes initiative and has a proactive approach in identifying and resolving issues efficiently.
• Be able to work flexible working hours as operationally required
• Ability to give, understand, drive and execute work instructions and do teamwork
• Friendly, caring individual with good cross cultures sensitivity.

EXPERIENCE:

• Front of House management experience
• Previous hospitality management/supervisory experience in a guest facing environment
• Ability to forecast guest relation within activities operational needs (Manpower, Stock, Operating equipment)
• Budgeting and finance background

QUALIFICATION:

• Matric
• Qualification in F&B Hotel management is preferable
• Must have a valid Driver's license